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Address: 3105 Riverport Tech Center Dr, Maryland Heights, Missouri, United States, 63043-4825
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THIS COMPLAINT IS FOR THE EDWARDSVILLE, IL LOCATION.
I bought a mattress from these guys a couple of years ago and it failed in 4-6 months. They bought me a new one. That one failed in less than 6 months. The new one failed and they make you send photos so that they can "approve" whether or not they will replace it. AND they charge you a $69.00 "replacement fee", That includes delivery of the new mattress and removal and shipping of the old mattress. Why is the customer having to paid for shipment of defective products?
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if deemed defective. After evaluation of the provided photos, the manufacturer has approved the replacement of their mattress. They may choose to stay with the same product (if available) or may apply the full purchase price to another model in the store. The manufacturer covers 100% of the replacement costs, but does not cover transportation or offer refunds. The full warranty guidelines were attached to the mattress at time of delivery or can be found online. We are happy to assist the customer in re-selecting whenever they are ready.
Complaint: ***
I am rejecting this response because:
The product sold by Mattress Direct has failed to stand up to normal use twice. I see no reason to expect a third mattress will be any better than the first two. I have paid the $50 delivery fee on the first purchase and $69 on the replacement. Now they want a third $69. As stated in their email to me the $69 includes shipping the defective unit back to the distribution center, and packaging and shipment of the defective piece back to the manufacture. I didn't manufacture a defective piece and I didn't sell a defective piece so why should I be expected to pay the penalty. Mattress Direct is accepting zero responsibility for selling a poor quality product and isn't a business that I would care to patronize now or in the future. For the listed reasons I am requesting a refund of my purchase price of $774.
Sincerely
Mattress Direct, carries a variety of manufacturers and the original full purchase price of the mattress can be applied to a different style mattress from any manufacturer we carry.. The manufacturing limited warranty for Simmons Beautyrest covers repairs or replacement if an item is deemed defective. A refund is not available. The original purchase in 2016 was delivered, set up, and the existing set was removed at no charge to the customer. We would be happy to provide the original sales order documentation if needed. By facilitating the warranty claim for the customer the cost of transportation is less than if they went to the manufacturer directly, as they charge any where from $85-$199 depending on location and size of the mattress. Mattress Direct prides themselves in having the lowest possible prices not only on products but in delivery fees as well. We would be happy to assist the customer in re-selecting as soon as they are ready.
Complaint: ***
I am rejecting this response because:
The original mattress was delivered at a cost of $50.00. I am aware of the willingness of Mattress direct to replace the defective piece ALONG with a $69 fee. They have stated this fact repeatedly. They also state that the manufacture does not make refunds. I didn't buy the poor quality mattress from the manufacture. I bought it from Mattress Direct. They made a profit on the sale not the manufacture. The Mattress Direct policy of stonewalling their responsibility to the customer is my primary reason for not being willing to do business with their store now or in the future. I feel that a third mattress from their business wouldn't be any better than the first two thus I would be put in the position of having to deal with them again and that isn't an enviable place to be. Not to mention that another $69 fee for returning a defective piece to the manufacture would be imposed. I stand by my request for a refund in the amount $774.
Sincerely
Bought a Serta Icomfort Blue Max 5000 Elite mattress from Mattress Direct.
My husband and I feel the mattress is not as comfortable as it was displayed on the Serta website, the memory foam sinks in and doesn't seem to pop back and after time it probably will not bounce back at all. My husband says he heard little popping sounds like little beads were in the bed and kept him waking up thru the night. I received the bed on January 4, before I went out-of-town so I wasn't able to try the bed out until returning on January 12, 2020. I contacted the salesperson and told him I wasn't satisfied with the bed and would like to come in and see if I could come and check out one that is a better quality since this bed does not seem it is worth the price we paid for it. The salesman called back and told me I would have to keep the bed for 60 days before I can exchange it. I'm afraid if I can't select a bed I like and want to return it instead, they may not want to refund my money saying its beyond 30 days.
When customers buy a mattress at Mattress Direct, they have an entire year to make sure they love their selection. What is required, is that they try the mattress for at least sixty nights before coming in to re-select. The reason for this is it takes time to adjust to a new support system. Your muscles and bones spend hours in a new alignment, and while for most people it feels good in just a day or two, some people have a longer acclimation time to a new sleep system. This is common in the industry and any sleep specialist will attest that it typically takes anywhere from 30-90 days to full acclimate to a new sleep surface. Additionally, many mattresses have a small break-in period where the top comfort layers adjust to the sleeper. Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed the policy sheet of terms and conditions indicating their understanding of our Direct Assure policy, and the fact we do not offer full refunds. We encourage them to continue using their new mattress, as we feel confident they will adapt to the new support and pressure relief it provides. However, if the customer ultimately decides the mattress is not right for them, we welcome them back so we can help them re-select. If they believe there is a manufacturing issue with the mattress our customer service team would be happy to facilitate a warranty claim with the manufacturer on their behalf.
I purchased a mattress from them sales order # *** on 07/16/19 and noticed an immediate problem. It appears to have been folded in half and has the top layer humped up about 3 inches high and 1 foot in diameter now. I called the store on 08/15/19 and talked to a manager named ***. He told me what I need to do including sending pictures to the warranty company. I contacted them and done as they wanted. I sent them pictures and a few days later they wanted more. I sent them what they wanted.They also advised me that the defect has to be at least 1 and 1 half inches tall or they do nothing. I got a response on 09/10/19 saying the pictures that I sent do not show any defect that meets their criteria for warranty. This mattress has a hump a lot taller than 1 and 1 half inches tall and about a ft. in diameter. It also has a "dip" right down the middle of it and is bulging out on the sides as if it has been folded in half and getting worse. Anyone can look and tell there is something bad wrong with it but the manager says they don't have anyone to do that. He also informed me I can get another one of equal value for $99.99.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with
the manufacturer as quickly as possible.This customer approached us with an issue with their bed.When we sent the photographs the customer provided to the manufacturer,the warranty claim department determined that
the mattress is in the normal limits of wear. The warranty claim department analyzes photographs following the manufacturer'swarranty guidelines and restrictions. This process has been successful in order to not accrue
any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any
weight or objects on the mattress in a non-quilted or tufted area.Anything below this measurement is considered in the normal limits of wear.At this time the mattress does not meet those requirements to be considered for
repair or replacement. If the described issue worsens and become visible we would be happy to resubmit a warranty claim on their behalf. If the mattress is not comfortable, they are covered under our full year of ***
*** re-selection policy.If they would like to come in and select a different comfort/support level, we would be more than happy to assist them in finding a better fit
Complaint: ***
I am rejecting this response because:
This mattress is defective.. The problem is not an impression. It is a hump.
Sincerely
As you can understand, we must simply follow the warranty guidelines set forth by the manufacturer. For us to facilitate a warranty claim on your behalf, the item deemed defective and therefore replaced must meet their
guidelines when we send it back. Since your mattress does not meet said guidelines, they will not authorize us to replace it. The full warranty information was attached to the side of the mattress at time of delivery or can be
found online at ***Mattress Direct would be happy to re-submit a claim on the customer's behalf and ask for the process to be expedited. The manufacturer will need a more
clear photo of the issue being described.
Complaint: ***
I am rejecting this response because:
I sent them the photos they requested. That was not good enough. You need to take some your self and maybe then they will realize that there is a major defect. I bought this to help recover from 2 major back surgeries I had 5/22. I believe it doing the opposite.
Sincerely
I went to this business to buy a mattress and I picked out a mattress on the first visit but wanted to think about it. I went back about a week later and the representative was kind of busy but I told him which bed I wanted and he said okay. The bed came with an adjustable frame but I told him I didn't need the frame but he told me it was only $200 so I just said okay. The frame turned out to be $600. The bed got delivered and it was the wrong bed or defective. I called him right after delivery and told him. He told me I would have to keep it for now. I also informed him that they took a big chunk out of my door delivering it. About a week or so later I called him back because the bed was hurting me making my back and neck pain worse. I could never reach him by phone. A week later I went to the store and tried to explain to him that it was not the right bed. He yelled at me and made me afraid. I have called corporate and cannot get a response.
When customers buy a mattress at Mattress Direct, they have an entire year to make sure they love their selection. What is required, is that they try the mattress for at least sixty nights before coming in to re-select. The reason for this is it takes time to adjust to a new support system. Your muscles and bones spend hours in a new alignment, and while for most people it feels good in just a day or two, some people have a longer acclimation time to a new sleep system. This is common in the industry and any sleep specialist will attest that it typically takes anywhere from 30-90 days to full acclimate to a new sleep surface. Additionally, many mattresses have a small break-in period where the top comfort layers adjust to the sleeper. Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed the policy sheet of terms and conditions indicating their understanding of our Direct Assure policy, and the fact we do not offer full refunds. Our customer service team has reached out to the customer with several choices to get the customer sleeping more comfortably. Her new mattress is on order and scheduled for delivery.
I bought a mattress in February. It was supposed to be one of the company's top of line mattresses. It only lasted 2 months before it became completely unusable. The company will not send anybody out to actually check the mattress. They only require a photo to determine the condition of the mattress.
Complaint: ***
I am rejecting this response because:
-the company is using a iPhone photograph to make a determination on the volume of indentation of bed that only had 2 months' use.
-I would re-request that the company come and view the mattress in person to see the lump in the middle of the bed.
Sincerely
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with her bed.The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any weight or objects on the mattress in a non-quilted or tufted area. Anything below this measurement is considered in the normal limits of wear. At this time the mattress does not meet those requirements to be considered for repair or replacement. If there was internal integrity issues this deficit would be visible. We would be happy to facilitate a claim in the future if the concerns become visible.
We received a King size *** mattress on or around 5/3/19. The mattress we laid on in the store was exactly what we wanted. When we received the mattress, it did not seem the same and after sleeping on it for 60 days it started to sag on one side creating a large hole where my husband sleeps. He has had a lot of back pain and chiropractic/therapeutic massage visits due to this issue. However, due to the foam in the top, it fluffs back up not creating a dip in the mattress that is required for their warranty. They have offered us to come exchange for another, but the next two mattresses we tried was a $700 cheaper mattress; they will not refund the difference and a $1000 more mattress. We have told them that we are not interested in getting another mattress there. We are wanting a refund and they are refusing a refund. We have submitted a dispute to the credit card company, but were denied due to the store's policy of exchange.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event of a problem with the product, we are happy to assist them in getting their issues addressed with the manufacturer as quickly as possible. The *** policy and agreements we have with the manufacturer allow an entire year to make sure the mattress is a good fit. All we ask is that they try the mattress for sixty nights, because it often takes time to acclimate to a new mattress, and many beds have a slight break-in period. When reviewing their file, they have had the mattress over the requisite 60 nights to give the mattress a fair chance and are eligible to re-visit their showroom and start the re-selection process. They will have 100% of their original purchase price toward any other mattress in the showroom of equal or greater value. Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed a sheet indicated their understanding of our *** policy, and the fact we do not offer full refunds. We encourage them to continue using their new mattress, as we feel confident they will adapt to the new support and pressure relief it provides. If they still aren't comfortable with the original bed they chose, we look forward to helping in either the warranty process or the *** re-selection to help pick a bed more suitable to their needs.
I purchased a mattress from your Wentzville, MO office November 2018 but it was too soft and I returned it the next month. I paid an additional $800 for another one but it developed a soft spot and I contacted the Wentzville office again and was told to measure the soft spots, take photos and send them to you. I submitted photos and now your asking for more photos. No one has visited my home to check the mattress.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with her bed.The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any weight or objects on the mattress in a non-quilted or tufted area. Anything below this measurement is considered in the normal limits of wear. At this time the photos on file of the mattress do not meet those requirements to be considered for repair or replacement. If the issue has worsened the manufacturer's warranty claim department would need updated photos to re-evaluate the claim. The photos can be sent directly to our customer service department *** in order to expedite the claim with the manufacturer on your behalf.
Enough is enough. We have been very patient and done as asked re photos and all. We event rotated unit, potting the hole (weak spot) on other side. Since *** is 70 lbs. or so lighter that me it isn't as bad fro her, but she feels it! My side is now better but I can feel a hole starting to form (This is a defective unit!). My theory is that it has weak interior, (springs or whatever). It has strength enough to push fabric (cover) up to almost level with no weight on it. (Still depression is on the 1 1/2 inch mark in all measurements) but when weight (me) lays on it, it collapses. I'm not asking for money back (although I would take it), just give me a store credit and we will replace it will you, for a good unit.
PS I'm not going to let this rest! I will go to small claims court if necessary.
Mattress Direct, has reached out to the customer to acquire the needed photos and they have been submitted for evaluation to the manufacturer's warranty claim department. We have asked for the process to be expedited and anticipate hearing from the manufacturer early next week.
Received yours on July 17, 2019. My fax is out of service and I tried to call. July 20, 2019 but is a Saturday.
Just yesterday we received notice from *** with Mattress Direct that the manufacturer is going to replace mattress with a store credit of $2399.00. This falls short of the actual $2713.70 I have spent on this matter. I wish to thank you for your assistance so far. I really think they have agreed to a defective product, they should reimburse me my full out of pocket loss! We are going to apply the $2399.00 to a new mattress from Mattress Direct. Anything you can do will be appreciated. I am happy but I'm not happy.
We purchased a king size mattress and box spring set from Direct Mattress in *** We noticed that the bed makes creaking noises when sat on or when you get in and out of the bed. A complaint was made at the store in *** and we were told that the matter couldn't be handled at the store level. We were given an internet address to lodge a complaint with main office. I received a response saying that the warranty does not cover squeaking or noise. I feel that if a new mattress set makes noise, that is a defect. Good customer service would remedy this situation.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. Which why the customer was directed to the online warranty claim form. The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost of in home inspections to the consumer making the warranty claim. The mattress set has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if it meets the manufacturer's guidelines of coverage., which was attached to the side of the mattress at time of delivery and can also be found online at *** They do not cover "noise" but would cover if the noise is coming from a structural defect. The warranty claim department has recommended to trouble shoot by lifting off the foundations and to check the bed frame which is often where any noise is coming from. If a structural defect is found in this process the manufacturer would need a photograph of the issue to get authorization for replacement. We hope that with troubleshooting the customer can find the cause of the noise, and Mattress Direct is more than happy to expedite a claim with the needed photography for the manufacturing warranty claim department.
Complaint: ***
I am rejecting this response because: The noise is coming from the box spring and not the bed frame.
Sincerely
I purchased a foam mattress from the Wentzville location on 4/14. It was delivered on 4/18. It came straight out of the box and put on to the frame. In a short time my wife and I noticed a distinct odor coming from the bed. We lifted it up and smelled underneath and the smell was horrible. Very chemically. I called the store and spoke to the person that sold it to me and he explained that the mattresses are boxed immediately after being produced and they are produced out of chemical products. He suggested that I let it air out which I did, giving it a couple of days. When I purchased the mattress they told me that I had a money back guarantee. On Monday, when the smell wasn't any better. I called them back today and then they told me that I should keep it the 60 days trial and then they could take it back but apply it to another purchase. I never agreed to that. He had told me when I bought it that I would get my money back if I wasn't satisfied.
Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed a sheet indicated their understanding of our *** policy, and the fact we do not offer full refunds. We encourage them to continue using their new mattress, as we feel confident they will adapt to the new support and pressure relief it provides. Some people may notice a slight odor to their new mattress, similar to a new car smell. This smell is normal and usually dissipates within a few days to a few weeks not all types of foams have similar levels of off-gassing. The packaging plastics can contribute to an odor, unpacking the mattress and allowing it to air out in a well ventilated space is recommended. You can speed up this break-in period by spending time in bed, the extra movement will help the cells open so they are able to "breathe" and fully open.
Purchased a mattress with a lifetime warranty in May of 2015. Recently called to exchange the mattress as the terms of receiving a new mattress were met. I was then told the warranty would not be honored due to Mattress Direct not carrying the product any longer due to issues with the product. Instead of receiving a new mattress, as I was told I would at the time of purchase if the mattress ever broke down, I was told sorry there is nothing we can do.
Mattress Direct has carried several different manufacturers over the years in order to always provide the best possible products at the lowest possible prices. Mattress Direct is always happy to assist in a warranty claim. However, if Mattress Direct is no longer showcasing a manufacturer or vendor we can not facilitate the claim on the customer's behalf. The manufacturing warranties are carried by the manufacturer. The customer's warranty is still intact with the manufacturer and they just need to reach out directly. All major manufacturers have a claim form online to provide the warranty services for customers. We would be happy to provide original sales order information to help the process along.
Complaint: ***
I am rejecting this response because:I was told at time of purchase life time warranty would be paid out as a store credit. The manufacturer does not offer this.
Sincerely
Mattress Direct carries several different manufacturers and the manufacturing warranty guidelines are attached to the side of the mattress at time of delivery or pick up. In the first year Mattress Direct does offer the industry leading re-selection options, if the mattress was not comfortable it could have been exchanged for a different mattress. We apologize if these two options were confused. As it has been over an year the re-selection time has lapsed. The warranty claim does have to be processed with the manufacturer. If the mattress is deemed defective the manufacturer has the right to repair or replace the mattress depending on the issue. In the event the mattress is deemed defective and replacement is authorized the manufacturer replaces the mattress with the closest product in the current production.
Faulty defective product - Contacted company 2 weeks after delivery -Told by Mgr. we can not return first due to comfort issue & had to keep product 60 days - Poor consumer follow up - NO RETURNS - Needed third party Credit card company to step in - Can't sleep without pain on a defective bed after 4 months - Sleepless in St. Charles, deterioration of sleep health and exasperation of back, neck arm and leg problems - On Dec. 27th was told by MGR I can't return under comfort issue due to it being defective, because the Mgr. seen the pics of the breakdown of the bed -Then told I could not file warranty claim due to Credit card involvement - Still no replacement or exchange - NO RETURNS - Process on hold -Requested for Supervisor to call - No return call - Still working with CC company- Now involving the Revdex.com - Will call *** next for consumer complaints. This company advertises with them.
In a trick bag, if & when I can follow up on a 10year warranty return, it will take up to 12 more weeks to process. Mgr stated that it will be a battle.
I advise to the company, when a MGR/Sleep Specialist is notified there's a problem. Followup, care as your are selling a perfect sleep. Resolve issues in my case Replace product and return thier product to the Manufacturer/Factory and then get their credit for defective product to the satisfaction of thier consumers.
I hate to say my brother purchased a bed from this company too and is going through thier procedure and is at the stage of thier policy of 60 day comfort return policy. So they have to keep a bed that is not working out for them.
This company is does not back up thier product. They advertise on *** locally, so wonder will *** will help a consumer, too!
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with her bed. She was directed to the warranty claim form online that requires a photo of the issue being described, that is necessary for the manufacturer. The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any weight or objects on the mattress in a non-quilted or tufted area. At this time the customer has not submitted any photos. If the mattress is not comfortable, they are covered under our full year of Direct Assure re-selection policy. If they would like to come in and select a different comfort/support level, we would be more than happy to assist them in finding a better fit. Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. This customer read, signed, and initialed a sheet indicated their understanding of our Direct Assure policy, and the fact we do not offer full refunds. We would be happy to assist in facilitating the warranty claim, if the customer will provide the necessary photos that need to be sent to the warranty claim department to start the process.
Complaint: ***
I, *** am rejecting the Mattress Direct response of:
Why I reject this:
1) MD response: In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with her bed.
Why I reject this: This company has had 31 Revdex.com complaints in 3 years for an 8 year old company. I was mortified to read that I will have to go months on end to rectify the problem. We are currently in our 5th month.
I approached them two weeks after delivery on Sept. 17th and told them the bed was defective and not a comfort issue. They insisted it was a comfort issue and I was told I had to keep the bed 60 days because of their direct assurance policy, which brings us to Nov 17th. No follow up after that. Not a quick response. No warranty issue discussed. No follow up from the MD company until a 3rd parties were involved. Not in a timely matter, no cooperation with the me, the customer.
2) MD response: She was directed to the warranty claim form online that requires a photo of the issue being described, that is necessary for the manufacturer. The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim.
Why I reject this: I spoke with a few Mgr/ Sleep Specialist on duty over the phone several times. Nov.17th Thru Dec. 25, they insisted that I follow their Direct Assure re-selection policy customer cost of ($99) for delivery of new selection. I stated that I should have any extra costs due to the defect of the mattress and a sleep system with base.
Finally, on Dec. 27th, *** MGR/Sleep specialist seen the pics and he said I can’t go through their Direct Assure selection policy due to the defect. So finally, we agreed that the bed was defective. I inquired on earlier conversations about the Warranty, and cost. I was told there would be a ($69) cost for delivery under warranty. To not have that extra cost, I offered to return the bed and base sold, for I wasn’t sure if it was the base marriage that could be causing the problem with the *** mattress for *** sold me One manufacturer’s base (*** That is as -is and purchased extra warranty for the base.) with another manufacturer’s mattress ***. *** said I can not follow through on the warranty because of my 3rd party dispute with *** the credit card that was used to purchase this sleep system. He informed me that would need to be resolved first. Nor at this time I could not follow their Direct Assurance policy anymore because he knew from the photos that it was a bad bed. These are only two policies they have in place. Plus, they can not accept delivery the used product in the warehouse or store. I was willing to deliver the product to circumvent the fees I was told I would accrue.
3) MD response: We would be happy to assist in facilitating the warranty claim, if the customer will provide the necessary photos that need to be sent to the warranty claim department to start the process.
Dec. 27th, I showed the photos instore to the MGR ***. He advised me to send them in. I have explained that we are not fluent with working online, he stated I needed to get someone in my family to help. No assistance from the company, I showed him the pics and he agreed it was faulty and to make sure I send in the foot of the bed pic for it has collapsed at a 35 degree angle, where the support of the 7 reflexion adjustable base stops.
Dec. 27th I requested the his supervisors number. He could not provide that. He said, I’ll have someone above me call you within 3 days for he could not provide me anymore help at this time. I never received that call.
On Jan. 6, I sent and email informing them, I can not get the pics sent do to technical difficulties. Today Jan. 9th, I’ve made the attempt to fill out the warranty form on their website and it will not go through due to their required form does not allow me to put in the store in which I purchase the item from. It is a required field that only allows me to select their locations in Louisiana and Mississippi. If I don’t provide that info it will not complete process.
For resolve, I would like to the assistance they offer with the photos *** MGR seen. I have send them Mattress Direct via ***. Also, in included them in my Revdex.com response.
Sleepless & in pain from St. Charles,
~***
Sincerely
At Mattress Direct, we give customers an entire year to make sure they like their mattress. All we ask is that they try the bed for sixty nights, because it often takes time to acclimate to a new mattress, and many beds have a slight break-in period. When the customer approached us after the requisite sixty nights, the sleep specialist and store manager, gave the customer her two options. If the mattress was uncomfortable they could enact their Direct Assure which would allow them re-select immediately, There is a $99 cost associated with packaging and transporting the initial selection and delivery a replacement mattress. Or they could file a warranty claim online by providing photos of the described issue of concern. The sales manager may have suggested to enact the Direct Assure re-selection process because the customer was uncomfortable and that process does not require any photos. Mattress Direct, can not speak for the manufacturer or authorize a replacement mattress, if a sleep specialist sees photos they can make recommendations of which of the two processes available could have the quickest resolution. The Saint Louis Mattress Direct Warranty page is fully operational https://stlmattressdirect.com/warranty It appears this was a mistake of the customer visiting the wrong website. However, the photos were received by customer service via email and have been submitted to the warranty claim department. The whole process just takes a few weeks, analyzing the photography received and determining if the described issue meets the manufacturer's guidelines for approval of repair or replacement, re-selection if approved, and then the manufacturing and delivery of new goods. All of the manufacturer's warranty information was attached to the mattress at time of delivery, and can be found at https://www.simmons.com/Warranties/Warranty-After-Detail If the product is deemed to have a manufacturing defect they will repair or replace the item. The manufacturing warranty covers the product but not any of the transportation costs, there is a $69 warranty exchange fee that covers shipping your replacement product to the local distribution center, delivery of your new product and packaging and shipment of the defective piece back to the manufacturer. Mattress Direct has asked for the process to be expedited as it has taken some time to get the photos and verify that there were no pending credit card disputes.
I have argued with this company about making a warranty claim since September. I recently spoke with *** from *** and asked for the St. Louis sales rep and she suggested to expedite this to a supervisor named Jeanine. Mattress Direct's manager *** told me I had 2 options to warranty claim through either Mattress Direct or Simmons but that Mattress Direct would be faster. Since I have been trying for 4 months with Mattress Direct to exchange the mattress I have now informed Simmons as of 1/8 (claim reference ***) about my issues trying to expedite the warranty claim. I would like Mattress Direct to waive the $69 fee since their original response indicated that there would be no additional cost to the consumer.
Mattress Direct takes every customer concern seriously. The information of transportation cost was discussed again in late December when the customer inquired about what steps to take. The mattress has 10 year limited manufacturing warranty. Per the warranty card that was attached to the mattress at time of the delivery and is also available online https://www.beautyrest.com/Warranties/After-March exclusions listed Transportation, inspection, or removal costs of product, except in California. Mattress Direct can not waive the transportation cost. The manufacturer covers the repair or replacement of the item if it deemed defective. The $69 warranty exchange fee covers shipping your replacement product to the local distribution center, delivery of your new product and packaging and shipment of the defective piece back to the manufacturer. The warranty claim is currently in process and we anticipate getting an approval any day now.
Complaint: ***
I am rejecting this response because:
On the 27th of December, they told me I could not go through either process. This company did not discuss the process with me back in December. They just told me we were talking semantics when I asked about the process. I feel they are just delaying this process. They wont respond to me directly, they only respond through third parties. I just want them to get this bed and replace it. This has been going on for months now. I would like to be contracted directly by a senior manager or the owner. The way they advertise this company and their products is no where near the experience I have received. I still want them to waive this $69 fee because they said I would accrue no cost in a successful process when they messaged the Revdex.com. I want them to stand behind their word for once. There was nothing in writing in the past discussing this fee. I want to know how many more days this approval process will take. I want to know where this process is at right now.
Sincerely
Mattress Direct carries several manufacturers and is happy to facilitate the warranty process. This customer was informed that the warranty claim department requires photos for evaluation, this process has been successful in not accruing any cost of an in home inspection. The photos were provided after the 1st of this year and is in process with warranty claim department. At this time we are waiting on the official authorization information for a warranty exchange to take place. We expect this information any day. The transportation fee of $69 can no be waived, the replacement products can not be shipped until this payment has been made. The store manager was in contact with customer to let her know that it has been recommended to come in to the store when all of the 2019 model have arrived for the best selection to help the customer get a better night's sleep.
I purchased a new Queen mattress and a new adjustable bed frame from Mattress Direct in Washington MO about 5 months ago. Our last mattress was 17 years old and needed to be replaced. In the first 2 months of owning the mattress we started to experience sagging on the right side. I contacted the store I purchased it from and was told that this was unusual for this mattress but to give it time and see if it settles in. About a month later I went back and said I wanted the mattress replaced with the SAME mattress as per the warranty. I was told by the Washington MO store all claims were to be filed online through the company. I filed a claim online as instructed and after weeks of waiting my claim was denied claiming my mattress does not show more than 1 1/2 inches deviation from normal. This is based off of a picture they had me submit. I have tried several times to contact the company by phone to speak to anyone that can help me. Every phone call has been met with a pass the buck attitude, complete lack of assistance, endless redirects on who to speak to and even 1 hang up. All I wanted was a replacement of the mattress as per warranty but now I would take my money back and go buy a mattress anywhere else. I decided to try Revdex.com first before getting a Lawyer. $1,300 may not be a ton of money for some people but it was a big expense for me at the time and honestly Mattress Direct has *** me off so bad I will be willing to fight them all the way just based on principle. I invite ANY employee/Manager/Owner of Mattress direct to come to my home and SEE the Mattress they sold me and still claim that is Normal.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with their bed. When we sent the photographs they provided to the manufacturer, the warranty claim department determined that the mattress is in the normal limits of wear. The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. This process has been successful in order to not accrue any cost to the consumer making the warranty claim. The mattress has an industry standard 10 year full manufacturer's warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any weight or objects on the mattress in a non-quilted or tufted area. Anything below this measurement is considered in the normal limits of wear. At this time the mattress does not meet those requirements to be considered for repair or replacement. If the mattress is not comfortable, they are covered under our full year of Direct Assure re-selection policy. If they would like to come in and select a different comfort/support level, we would be more than happy to assist them in finding a better fit.
Complaint: ***
I am rejecting this response because:
Even if the picture does not appear to have a greater than 1 1/2 inch deviation without weight on it. When you sit or lay on the mattress you feel as if you will slide or roll off the right side. What good is a mattress that leans to one side?? My wife and I can not both sleep on the Left. Yes I still qualify for the upgrade warranty, why would they deny me that? If I upgrade I pay a REPLACEMENT fee to them and the difference in a more expensive mattress. So they get MORE money out of me. All I want is a replacement of the broken mattress they sold me 5 months ago. $1,300 for a mattress to only last 3-4 months??? My last mattress was a spring mattress and was 17 years old. When we bought this mattress we were assured how much better they Hybrids were and how much we would notice the difference, well we sure notice a difference. What kind of policy is it anyways to claim that you consider your product to be NORMAL if is only broken less than 1 1/2 inches WITH WEIGHT NOT ON IT. People don't use mattresses without weight on them. I did not buy a mattress to stare at it and say wow that sure looks pretty and mostly straight except for the 1 1/2 inch bend in it. Additionally, when we were sold the mattress the sales man did not explain the 1 1/2 inch policy he told of about a replacement policy and an upgrade replacement policy not a deny your claim treat you like dirt and dismiss your claim policy. I hate companies that treat customers like dirt, what happened to customer service? Do the right thing Mattress Direct, replace the broken mattress you sold me or give my money back. I will not go away and I will not be a victim to your greed.
Sincerely
Wentzville location (***) sold me a Kingsdown mattress 10/28/17 that I paid for at the Wentzville location but said I would have to go to the St Peters Clearance Store to pick up. When arrived at the St Peters store only one employee was working and it was busy. This employee ( ***), talked me into another upgraded mattress for same price - a *** that he had in stock that I could pick up that day. He printed out new invoice with new info of new mattress and told me to disregard the “As-Is” wording next to “ Customer Pickup”. Fast forward to April 15 2018 where I am miserable in this mattress as it says over 3 inches in the middle and is causing me back pain and my fiancé is seeking chiropractic care for her back as well. It’s like we are in a hammock. I called the Wentzville location. *** was off that day so a gentleman advised me to submit a warranty claim online at www.stlmattressdirect.com - so I did. April 17th I received a response via email from the Mattress Direct web team telling me to rotate the mattress and that “it is not uncommon for the comfort layers in a new mattress to ‘break-in’ unevenly during the first year.” I finally got *** on the phone he said he would contact his Corporate office and verify the paperwork. A week went by and I finally got ahold of *** again who advised and admitted that neither location (Wentzville or St Peters) properly reviewed with me NOR had me sign their “Mattress Direct Terms and Conditions” form which explains how the warranty and “Comfort Guarantee” works. Because of this he was going to Corporate to see what he could do but suggested I take better pictures of the 3” sag and submit another online claim which I did May 30th 2018. I was denied again on May 31st 2018 because the paperwork states “As-Is” and does not carry a manufacturers warranty. Frustrated I requested Corporate escalation but all they would do is offer me $800 store credit vs replacing the defected mattress or giving me a refund. I feel cheated and sad.
At Mattress Direct we carry a wide variety of options of mattresses available for purchase. When the product lines are approaching the end of production the showrooms will have several open box floor models available for purchase at a significant reduction in price, these models are considered AS-IS and denoted on the receipt. The products that are clearance, as-is, or floor models do not carry the manufacturer's warranty nor qualify for an in home trial period. One of the open box models was selected as the best fit for feel and budget, the customer drove to another location to pick up the mattress that same night. Once arriving to the second location, they found a different floor model offering and chose that it fit their needs better. Mattress Direct has offered the full purchase price to re-select to a brand new model or another floor model of their choosing and waived all transportation fees. We look forward to helping them re-select and get sleeping better.
Complaint: ***
I am rejecting this response because: not only did Mattress Direct NOT verbally discuss the warranty and clearance showroom model policies, they also did NOT provide the legal disclosures addressing their policies that apparently are required of a customer to initial. Essentially, we were the victims of a bait and switch in which we were told the mattress we originally wanted and paid for at the Wentzville location was available for pickup at the St Peters location. Upon arrival to St Peters location, I was told it was no longer available but could upgrade to a *** mattress for same price. Was also advised to ignore the “as-is” wording on the receipt. Had I been educated and provided the proper paperwork on what that actually meant along with warranty and clearance showroom model policies, I would of never ignored it. When followed up to advise that the new mattress is now a hammock and would be satisfied if the company would just replace my current mattress with another EXACT *** model, I was told by the Wentzville location (amidst many apologies) that they no longer had our model I. “Firm”. That the owner of Mattress Direct got in a feud with *** and decided he didn’t want any of the manufacturers mattress anymore, hence the reasoning behind why all these floor models were discounted so heavily. Here’s the bottom line: we are frustrated with the lack of customer satisfaction and support that a large mattress company SHOULD provide their customer. Mattress Direct has admitted multiple times that they did not follow their own policies nor provide the proper disclosures. We do not want to spend anymore money at Mattress Direct. The “credit” offered is not NEAR enough to upgrade us to a mattress better than the hammock we are sleeping in. I refuse to spend anymore money out of pocket when I have been treated so unfairly. I am simply asking for a refund for a mattress that is defective since the company, Mattress Direct, has already admitted they did not follow their own policies and procedures. I have done nothing wrong except show amazing amounts of patience trying to follow every step for months that has been asked of me. Kindly do the right thing Mattress Direct - refund my money so that my word of mouth about your company is resolved to satisfaction.
Sincerely
Mattress Direct has sleep specialists that assist in finding the very best mattress for any budget. The *** is part of the Simmons luxury line and typically starts at $1700 for a queen size set. The model that was selected was at a reduced price of over 50% off at just $800 with the understanding it was that physical display model that they were able to take home immediately. The paperwork given to the customer at the time of purchase clearly denoted the piece they chose was a floor sample. The full purchase price is available to re-select in to a new mattress that carries the manufacturer's warranty or if they choose to can be applied to another display model at a heavily reduced price. There are at minimum 20 different models to choose from that would be no additional cost. We would be happy to set an appointment with a team member of management to help them re-select to a more comfortable mattress.
Complaint: ***
I am rejecting this response because: Again, Mattress Direct used a bait and switch tactic by showing one mattress at one location and allowing us to purchase it, then stating that would have to pick it up at another location. When arriving at the other location was told they did not have any left there. Was charmed into a floor model luxury line *** floor model, but literally did not leave with same floor model. Had to drive around behind the store’s back alley where the salesman put another *** mattress in vehicle. I believe said mattress was a defect. I followed all company warranty policies by providing pictures as requested which clearly showed the sag was well past the minimum inches. Do you know what was told by the “warranty cuatomer care” team? Advised to wait it out and keep sleeping in said hammock because it can “take up to a year” for the mattress to mold in. Then discovered that I never received the proper warranty paperwork nor the company sleep guarantee. Which by the way conveniently the sleep guarantee by Mattress Direct is 365 days or one year. So essentially the company tries to recommend you wait one year and let your mattress “mold” to you but if it does not ...well you are then out of warranty. None of the salespeople at either location reviewed this required policy. It was admitted several times including the Corporate office. Why is this not being addressed and why is Mattress Direct not willing to do an exchange of a exact mattress? Offering a $800 credit is simply not acceptable. We have been politely playing by Mattress Direct rules since April 2018. Mattress Direct clearly has made numerous errors on their end, but is not willing to stand by their product or more importantly make it right as the customer is suppose to always be right...Why would anyone keep purchasing on credit not knowing if rhe next mattress is defective? Not to mention the customer service or lack of... I would like to know if ***, CEO, would allow any of his loved ones to be treates this way?
Sincerely
I ordered a Mattress on May 7, 2018. On May 31, 2018 the mattress was supposed to be delivered to my home. It is now June 20, 2018. I requested a full refund of $2, 867.42 and have received no refund, no mattress.
On the rare occasions when customers cancel their orders, we are able to process refunds almost immediately, as long as the customer has paid with a credit or debit card. On transactions when the customer pays with cash or check, the process is a little longer. This is because the corporate checks are only made out once a month by the accountant. We have checked with the accountant, who has informed us this customer's check has been processed and went in the mail on Friday. We appreciate the customer's patience, and she will have the check in hand any day now. Thank you, Mattress Direct, Inc.
Complaint: ***
I am rejecting this response because:
What Friday? What date did the check go into the mail? Today, June 22, 2018 I have not received my money back.
Sincerely
We have checked with the accountant, who has informed us this customer's check has been received and deposited. All funds have been returned.
Thank you, Mattress Direct, Inc.
Tell us why here...
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID. I have received the refund and have deposited the certified check. I will never shop at another Mattress Direct for a mattress. Many friends and Family know what a lousy experience I have had.
Sincerely
I purchased a mattress May 26, 2018 but it was not the correct one. It was too hard and causes pressure to my body. I returned it but was told it was an AS IS purchase and you refused to accept it. No one told me it was AS IS, nor was it indicated on the receipt. The sales person was not helpful and did not explain the construction or coil count. I was offered an exchange but I want a refund.
When customers buy a mattress at Mattress Direct, we give them an entire year to make sure they love their selection. What we ask, is that they try the mattress for at least sixty nights before coming in to re-select. The reason for this is it takes time to adjust to a new support system. Your muscles and bones spend hours in a new alignment, and while for most people it feels good in just a day or two, some people have a longer acclimation time to a new sleep system. This is common in the industry and any sleep specialist will attest that it typically takes anywhere from 30-90 days to full acclimate to a new sleep surface. Additionally, many mattresses have a small break-in period where the top comfort layers adjust to the sleeper. This customer called the store and mentioned that she tried the mattress for less than one week before giving up on it, which is never our recommendation. Our policies are clear and fair, and we go over them with each and every customer at the time of purchase. Our Customer Service team has reached out to re-assure her that this break-in period is usually quite short, and we feel confident with proper use the mattresses in the home will feel identical to the floor sample on display in our showroom. However, if the customer ultimately decides the mattress is not right for them, we welcome them back so we can help them re-select.
I bought a BeautySleep Enclave Luxury Queen mattress on Feb. 13, 2018, It started to sag within 30 days. On May 29, the warranty was rejected from an online web team after seeing a picture of our frame :"Thank you for providing the additional photography for the manufacturer. Their warranty does require adequate framing underneath the mattress and foundation, By not providing a sufficient supportive frame, damage can occur to the product that will void your warranty. For a queen size mattress set on a metal frame, the manufacturer requires an additional center support with at least 5 legs to touch the floor. At this time your support system does not meet the minimum requirement. "
At no time did the salesperson tell us about the framing requirement and the Limited warranty form hanging on the mattress does not indicate the 5 legs as a requirement for replacement. The box spring/foundation it came with is not damaged so how did that not support the sagging mattress on our 4 legged frame?
I had to buy a new mattress and pay $99.00 for the removal and an additional $500 for a different mattress.
The sales person called a manager who said to get a different frame with 5 legs and then resubmit the warranty request in 90 days. I did not trust that manufacturer nor could wait another 3 months with an uncomfortable mattress. Since the mattress is already on record as not having been on a 5 legged frame, I did not trust them to honor the warranty.
At Mattress Direct, all of our products carry a manufacturer's warranty. In the unlikely event the customer has a problem with the product, we are happy to assist our customer in getting their issues addressed with the manufacturer as quickly as possible. This customer approached us with an issue with her bed. When we sent the photographs she provided to the manufacturer, they determined the wear on the mattress was due in part to an inadequate support system - specifically, the customer was using a frame that did not have five legs to equally distribute weight. This requirement is clearly listed in the warranty card that was attached to her mattress at the time of delivery. The manufacturer and Mattress Direct both recommended replacing her frame with an appropriate one, which would assure even wear on her bed. The customer decided against this suggestion, and instead chose to switch out her bed with a different model using our industry-leading Direct Assure program. This policy allows our customers to re-select if they find their mattress isn't a perfect fit. The $99 cost is associated with packaging and transporting her initial selection back to the manufacturer and delivery of the replacement mattress. At the time of the re-selection, she was again advised to replace her frame, and she again chose not to do so. Mattress Direct has attempted to assist this customer with the proper products to ensure her sleep system performs and holds up the way she wants it to, and we are happy to get her the right frame when she is ready to do so.
Complaint: ***
I am rejecting this response because: There is no reference to a 5 legged support needed on the attached limited warranty form. See the attachment. Nothing is stated.
By the way, Mattress Direct wanted to SELL me another item- the middle bar. The mattress now cost me over $1000 when I originally bought one at $600. They just keep selling...
Sincerely
So we went to the Arnold location and we were helped by ***. We tried out A LOT of mattresses and we were told about a "GREAT DEAL" on a Temrupedic Flex Hybrid Elite, but it was a FLOOR MODEL, which directed our concern to the warranty more so than the price. After asking *** no less than 6 times about the warranty and her even calling another store location to check on the age of the "floor model", she was consistent in telling us; "This mattress is NO OLDER than 6 months.", even when we asked FOR EXACT age of the mattress, she swore that it was "ONLY 6 MONTHS OLD!" And the warranty was 10 years and based off of the manufacture date, but *** said, "I can't seem to find the manufacture date, but I KNOW IT IS ONLY 6 MONTHS OLD!!". Since we are not Mattress sales people, we had no idea how hard it was to find the manufacture date, so we believed what she told us and spent $1200 on the mattress and cover. We left and continued to talk about the somewhat strange behavior of *** while we were at dinner and we searched the internet and found that the "manufacture date" BY LAW is on the tag, which on Tempurpedic is RIGHT ON THE REMOVABLE COVER and actually was hanging out AFTER *** "looked and couldn't find it". Since our purchase was not going to be delivered until next Saturday, we figured we would swing back through the Arnold store and take a look for ourselves and see if WE could find the "manufacture date", but they were already closed. So we returned today, the very next day, shortly after Mattress Direct in Arnold opened and went to take a look at the tag. When we got there, *** was NOT there and was a couple of customers being helped by the same gentleman, *** I believe, that was present durring the ENTIRE experience we had the night before, mind you, he had ONE customer that he helped for about 10 minutes while we first started looking the night before. So we asked him if it was "OK" for us to look at the tag for the manufacture date, which he even assisted *** with looking for yesterday, and said that was fine. While we started our search for the tag, me and my family heard *** VERY CLEARLY tell the customers he was assisting that the mattress we were moving around and messing with, "Oh and THAT one over there, the one that those folks are looking at, that is a floor model which I can do for $1100, but that's just on the FLOOR MODEL." UMMMM, yes, that was the SAME mattress that we JUST bought, still on the floor, and being offered for $100 MORE than we paid for it. I guess they have an entire back room filled with "Floor Models"?? Back to the "manufacture date", well it turns out the mattress tag is RIGHT IN THE OPEN at the head of the bed, didn't have to remove ANYTHING, it's just there, EASY to find. Since no one in my family is a mattress expert it took us about 4 SECONDS to find the manufacture date....2/18/2015!!!! THAT'S A BIT MORE THAN 6 MONTHS!!! When we approached *** and asked for the store manager he told us that *** IS the store manager AND since he didn't have anything to do with "our sale" and didn't work with us, he wasn't too sure how much help he could be, forget the fact that he sat and listened to our ENTIRE conversation and our concerns THE DAY BEFORE...Since our purchase was Paid In Full we asked him for our money back and to void the sale. *** responded with, "I will see what I can do, but I am not sure if I can Void the Sale!" And I replied "Yes, would you see if you could, thay wpuld be great. And is there ANY reason why that between you and ***, you couldn't find the Manufacture Date yesterday!?" *** replied, "Well *** and I have been here for 5 years and my eyes aren't so great and I don't know why *** was having problems finding the date." I replied quickly and told ***, "Dude, my daughter could have found the date!" And he replied, " Well then you should have had your daughter look for the manufacture date!!!" At that point I started to loose my cool and I asked ***, "Hey man, ease up on the attitude, YOU GUYS are the one with questionable sales techniques, YOU GUYS ARE THE ONES THAT LIED ABOUT THE DATE!!!" And it was at that point that *** replies; "You know what, I AM NOT REFUNDING ANYTHING, YOU CAN TAKE IT UP WITH CORPORATE!!!!" At that point I was so upset that I said that fine and I will be calling the police to see if they are able to help us get our money back...he replied with something smart assed. THE POINT I am making is the sales team at THIS Arnold location is NOT HONEST, SELLING "FLOOR MODELS" as many times as they can or just seeing who can get more money out of it, and REALLY HAVE NO IDEA WHAT TO DO WHEN THEY GET CAUGHT IN THEIR SCAMS. Also, please know, I have taken pictures of the "Manufacturers Tag" AND the video of my interactions with *** which I will be releasing to SEVERAL Social Media sites and the Missouri Attorney General's Office!! BUYER BEWARE!!! Oh and Temprurpedic WILL NOT honor a warranty on floor models, AT ALL!!
I purchased a LX firm queen size mattress on July 30, 2016 from Mattress Direct. The straps on the mattress ripped shortly there after. I warranty claim was made and the mattress was replaced in October 2016. The new mattress immediately started sagging in the middle. I tried placing a board under the mattress to keep it from sagging to no avail. January 2018, the sagging became unbearable causing excruciating pain in my back and knees. I filed a claim with the company and sent the required photos. The first set of photos indicated that there was a 1 1/2 inch impression in the mattress. The company requested and additional photo of the top of the mattress. From this photo, they determined that the bodily impression was considered within normal limits and the claim was denied. Stating however the warranty is still intact and they will be happy to assist me if the problem continues. They suggested in the meantime that I rotate the mattress for more even wear (the mattress is rotated monthly).
Mattress Direct is merely the liaison of information for the warranty claim. We must simply follow the warranty guidelines set forth by the manufacturer. For us to facilitate a warranty claim, the item deemed defective and therefore replaced must meet their guidelines when we send it back. Since the mattress does not meet said guidelines, they will not authorize us to replace the mattress. In order for Mattress Direct to approve the claim and get a replacement mattress from the manufacturer, the mattress must show over a visible 1.5” body impression with no outside objects or weight being applied to the mattress. At the moment, the mattress does not meet that requirement. They can contact *** and file a claim with them directly. Typically, manufacturer will refer you back to the store that you purchased it from, but they can let the manufacturer know that they would like an authorized inspector from *** to come physically inspect the mattress.
Complaint: ***
I am rejecting this response because:they can simply send a representative to take an accurate measurement. A picture is not an efficient or effective way of accurately measuring the depth of the impression.
Sincerely
The warranty claim department analyzes photographs following the manufacturer's warranty guidelines and restrictions. The mattress in question has an industry standard 10 year full warranty that qualifies for repair or replacement if there is an impression or body signature of over 1 1/2" with out any weight or objects on the mattress in a non-quilted or tufted area. Anything below this measurement is considered in the normal limits of wear. This process has been succesful in order to not accrue any cost to the consumer making the warranty claim. In order to have an in home inspection from an authorized *** inspector they would have to contact the manufacturer directly. The information for contact has been provided. Phone: ***Email:
Complaint: ***
I am rejecting this response because: I will contact the manufacture to pursue my issue and will do no further business with Mattress Direct or any of its subsidiaries.
Sincerely
I purchased to bed 23 months ago and had a 20 year warranty on it and now I cannot even sleep on it I have to sleep on the queen size bed in the guestroom I purchased a king size latex bed and my body sinks into it and when I get back in the form of my body is still there I can’t even roll over in it I’m 57 and I am not fat . I do not want a different bed this product is not for me I don’t recommend it for anyone it’s also very hard and makes you sweat ! The sales person sold me on this bed because they said the way it bounces back and how comfortable it is at this point I just want a bed a king size bed that is comfortable for me to sleep in my own bedroom
We purchased a base and two mattresses from Arnold store. *** was attentive and helpful pre-purchase. The bed-set was delivered and was not a good bed. Not only was it dirty and a hole in material from the movers but when unfolded it stayed at a constant curve at both ends. They sent out two more beds and we have the same issue. It is not getting an even level at both ends, so bad it has a total movement on a level (I have sent this to ***). This is not what we thought we were purchasing, and we want a return. It is impossible to sleep comfortable on this bed. Also, *** does not return calls, is rude, and even laughs at us when we call. Completely unprofessional. In no way due to her behavior do we want to work with this company.
When the merchandise was delivered to the home there was a small tear on one of the mattresses. At the time we became aware of the issue the customer also
mentioned a sloping at the corners of the mattress. We explained that it was in normal variance with this type of upholstered product and that we would replace them
both. If the mattress is defective, it is covered under the manufacturer's warranty. If the mattress is uncomfortable, they have an entire year to re-select in our showroom
and receive 100% of their purchase price toward any other bed on display. Our policies are clear and fair, and we go over them with each and every customer at the time
of purchase. This customer read, signed, and initialed a sheet indicated their understanding of our *** policy, and the fact we do not offer full refunds. We look
forward to helping them find a mattress more suitable to their comfort needs.
Complaint: ***
I am rejecting this response because:
Their statement is not truthful and correct. I have emails from the store manager stating otherwise regarding the bed. The first time we received the mattresses, in addition to the tear, the FULL LENGTH OF THE BED (not the corners) sloped. The store manager said give it about one week and it should level out. It did not. The second set of mattresses we received did the same thing, now she is backstepping and saying this is normal. This is not a small slope, this is an extreme slope. I put a level on it and the bubble of level is completely to the side. If you put a ball on it it would roll off.
The problem we have in regards to trying to find something else is the customer service has been AWFUL. She cared when we were buying something, but now she does not seem to care at all. We are very concerned to do any additional business with this company because it is so bad. I have let her know we wish to deal with her manager because of her lack of customer service and lack of response, but no one is calling!!! This product does not slope on the showroom, we would not have purchased this bed if it did. We would like a refund back for the mattresses and go buy mattresses with a different company, not to get in any deeper with this company.
Sincerely
We have reviewed photographs provided by the customer regarding their mattresses, and they are normal. The mattresses are not defective, nor "sloping" in a way we wouldn't expect to see. We have offered this customer the opportunity to come back into our showroom, and re-select a new mattress that will better suit their needs. They will have 100% of their purchase price toward any other bed we carry, and will not pay anything for removal of their current beds, nor installation of the new. The problem here is a comfort issue, not a warranty/defectiveness issue. We have attempted to solve that by giving the customer the opportunity to pick out something that better suits their needs. We look forward to seeing them to assist in that re-selection process.