Mattress Discounters

I am rejecting this response because: While the signature appears to be mine, I did NOT sign this form and it was NOT faxed to me for my signature and faxed back Photocopies can be made to look like originals with the help of a copy machine as the salesman obviously knows I have no fax machine and didn't give my work fax number to the salesman The fax number listed at the top of [redacted] is NOT my work fax number and again, I have no home fax machine Can Revdex.com require Mattress Discounters to send them via USPS the original form I am alleged to have signed? And again, which fax number was it sent to? [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Many of the "facts" stated by
Ms*** were not correct Techmis-diagnosed the problem initially He got it right after the car was returned twice Total miles driven after "1st fix"
Regards,
*** ***

Dear Mr***,We are sorry about your frustrations with your purchase at Mattress DiscountersIt appears a full refund was already granted on said productThe product was picked up from your home on 4-4-and refund was processed with progressive financing company, the company in which you chose
to take a loan withUnfortunately, once mattress discounters submits the refund with progressive we no longer have control of refunding the customers money backThe loan holder, Progressive processes the refundPlease contact progressive financing company to inquire about the payment due back to you, ###-###-####Sincerely,Mattress Discounters

Greetings,Customer Service is not able to locate any purchase information by the first and last name given or the phone number givenMay you list your invoice # so we may look into this?thank you

First Lite makes higher end hunting gearI purchased both Stormtight pants and jacketThey are both advertised as "completely waterproof"After one hike on a hunt my pants and jacket soaked completely throughCompany refused to do anything for their product since it had been over a year since purchaseEven though garments were brand new and on first outingI submitted an honest review complete with pictures and they have yet to put it upAll reviews are sorted through before postedHowever, all reviews are star and only one Seems that they only put best reviews and not allTo me this is borderline fraudReviews are for the consumer to gather info on a product and act accordinglyNot for a company to put all positives up to mislead consumers

Our guest, Mr***, was given the option to receive a very heavy discount to purchase a clearance mattressAny clearance item purchased through our stores are sold as an "asis" final purchase due to the heavy discountThe day comfort guarantee does not apply for these models, however
we honor the manufacturers year warranty for defectsIn all cases we have our guest sign a disclaimer stating they understand they've purchased clearance model and they understand the comfort guarantee is waivedWe've received confirmation from the store that this disclaimer was faxed to Mr*** for his review and in turn signed and faxed back prior to deliveryOur customer service has offered him another heavy discount off the purchase of a new item as he is a valued guest of oursWe will continue to cover any future warranty concern
Thank you

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

I first received my order on 10/10/2018, tried the item on, determined it would not fit and I needed to exchange it for the next size upI requested the return the same day (10/10/2018) and sent the item back the next dayI spoke with Duke at First Lite on 10/18/asking him when I could expect my exchange to be sent as I had not received a new tracking numberDuke told me that he could see my exchange was received and he would expedite my exchange request be mailed outHe had the exchange mailed out the next day (10/19/2018)I received the exchange on 10/25/I tried the item on when I received it, determined the new size still did not fit and decided I wanted to just get my money backI again emailed with Duke at First Lite on 10/29/to inform him the exchange needed to be returned and that I wanted a refundHe replied on 10/with the return labelI attempted to return the item with the label provided, but was told from UPS that I needed to obtain a new shipping

Dear [redacted]Thank you for reaching out to us with your concern. We are sorry to hear your are not comfortable on your bed after 8 years. You are correct that there is a warranty on the bed. Tempurpedic requires their customer service to handle any warranty related issues. Please call them at...

[redacted] to start a claim. Thank you.

This letter is in response to your correspondence dated June 29, 2015, regarding the Customer Complaint filed by [redacted]. On or about May 7th, Mr. [redacted] purchased a 2013 Cadillac ATS, VIN [redacted], (the "Vehicle"). Mr. [redacted] states in his Complaint that he would like Lockhart...

Cadillac, Inc. ("Lockhart") to provide a title for the Vehicle and to receive the second set of keys for the Vehicle. On May 13, 2015, Lockhart sent the title via U.S. Postal Service certified mail return receipt requested to the address [redacted]. This is the address on the buyer's order and credit application. After hearing from Mr. [redacted] that he had not received the title, Lockhart looked at the tracking of the package on the postal service website. The tracking service stated that the package was sent out for delivery on May 16th but returned on May 23rd as "Moved, Left No Address." The U.S. Postal Service attempted delivery again and it was returned on June 6th as "Moved, Left No Address." At that point the package would be returned to Lockhart. As Lockhart had not received the package back, it ordered a duplicate speed title. This title was received by Lockhart on July lat. In a conversation with Mr. [redacted], Lockhart asked him where he would like the title sent as the address we had for him was returned as not deliverable. Mr. [redacted] provided his office address. Lockhart sent the title, along with the second set of keys, to Mr. [redacted] by Federal Express next day delivery on July 2"d. This package is to be delivered to his office on Friday, July 3rd.On behalf of Lockhart, we express our apologies to Mr. [redacted] that there was a delay in him receiving the title. We are unsure why the address that he provided for the buyer's order was undeliverable but we have reached a delivery solution with his assistance.If you have any questions or need additional information, please call the undersigned at 317-577-1551. Thank you for your time and attention to this matter.Truly yours,Martha M. B[redacted]Director of Human Resources and Legal Aff[redacted]s

Hello,
I've attached the signed document for your viewing.
Thank you

I am rejecting this response because:  While the signature appears to be mine, I did NOT sign this form and it was NOT faxed to me for my signature and faxed back.  Photocopies can be made to look like originals with the help of a copy machine as the salesman obviously knows.  I have no fax machine and didn't give my work fax number to the salesman.  The fax number listed at the top of [redacted] is NOT my work fax number and again, I have no home fax machine.  Can Revdex.com require Mattress Discounters to send them via USPS the original form I am alleged to have signed?  And again, which fax number was it sent to?
 
[redacted]

no one has contacted me since I was informed it was gonna be another 250.00. if they are willing to exchange for even up we can resolve this matter. I also run a business when one of my parts are deemed defective we exchange with equal or better quality product and dont try to gouge the consumer.

Review: My complaint involves product issues and service issues,Wife and I purchased a memory foam mattress, it was stated it was a closeout model end of year mattress but was brand new!not floor model or anything brand new!!Got it delivered 1/26/14, delivery went fast and no problems,upon opening plastic on mattress noticed numerous hair strands on bottom of mattres,delivery had already left. I imediatly called the store were I had purchased it and told the clerk about the problem! She thought maybe it was the wrong mattress and we all rechecked the numbers on bed and reciept it was the right one, It was one of returned mattress that I recieved so it was used!!! I was told at time of purchased it was a new mattress!!!They refuse to give refund or exchange! They gave me cover for the mattress!!They stated it was a clearance mattress they are as is no refunds period! I was told at the time of purchase that since the bed was a closeout model there would be no returns in which I had agreed but that was for a BRAND NEW! CLOSEOUT MODEL, not someone elses returned as-is mattress!!!! We spent over a $1100 on a used returned mattress when again it was supposed to be NEW!! We are now forced to sleep on this bed, our old one was removed, I refused to sleep on it the first night but a person has to sleep!! UCK!! I would have never ever purchaed a returned mattress knowingly..Desired Settlement: DesiredSettlementID: Refund

All we wanted in the first place was a new mattress,A full refund was the first option so we can go elsewhere,Or a New comperable bed trade that is new!!!

Business

Response:

On 1/24/14, M*. [redacted] visited ou* Matt*ess Discounte*s sto*e

in [redacted].

While Matt*ess Discounte*s p*ima*ily sells new p*oduct, we

do offe* clea*ance models, and floo* models.

Matt*ess Discounte*s has a 120 night comfo*t gua*antee on all new

pu*chases. Matt*esses that a*e *etu*ned

unde* that gua*antee a*e sometimes sold as clea*ance, fo* up to 50% off of the

*etail p*ice.

M*. [redacted] pu*chased a clea*ance Sealy Radiance, Easte*n King

matt*ess, as well as a matt*ess p*otecto*.

I have included the o*iginal pu*chase invoice, showing that M*. [redacted]

signed a copy of the invoice, acknowledging that he was pu*chasing a clea*ance

matt*ess, and that the*e would be no exchanges, *efunds o**etu*ns.

The custome* was advised at the time of pu*chase that the

matt*ess was g*aded as a B, with some mino* scuffs. He was also advised that if he was not

satisfied with the condition of the matt*ess, that he needed to *efuse the

delive*y.

The matt*ess was delive*ed on 1/26/14, and was signed fo* in

good condition.

The custome* contacted the [redacted] store on 1/27/14, and

stated that there was what appeared to be hair on the mattress. He stated that he had seen in when the

delive*y team was the*e, but signed fo* the p*oduct *ega*dless. Due to the inconvenience, we offe*ed the

custome* one of ou* premium mattress cove*s to *eplace the basic cove* he

pu*chased.

At this time, we a*e unable to offer any type of exchange,

or return. Please see the attached

signed invoice acknowledging the pu*chase, as well as a copy of the delivery

confirmation.

Consumer

Response:

I am rejecting this response because:

Sincerely,

The businesses response is false!,The day of the purchase sale rep [redacted] helped us and specifically told us the mattress we had purchased was a clearance model yes but it was not a GRADE B mattress this is the first time I heard this rating of the mattress. never was told that we were assured it was a yearend model closeout (clearance)! It was a brand new not returned product, but may have scuff from being in the warehouse which my wife and I had no problem with as long as it was a NEW MATTRESS!, and was also told that there was no returns because it was a clearance model but was reassured it was an NEW MATTRESS!!

Why in the world would I be complaining about receiving a returned mattress when as they say I knew that what I was getting!! We would have never bought a returned MATTRESS, now we are stuck!!

It is also false that the first time I had contacted the store was the following day. It was 7mins after delivery. delivery was 1:39pm 1/26/14 first call was 1:46pm to the store that I had found hair on mattress and asked if this was a used mattress and talked to [redacted] one we bought from said it shouldn't be let me check called again at3:48pm and that when we were told it was a returned mattress I have phone records that prove that it was not the next day!! We never even slept on it that night!!! Then there other defense is I should not have accepted delivery, First of all we were expecting a NEW MATTRESS!!!! and it was all wrapped in plastic buy the time we had unwrapped it the delivery crew had gone!!! If you look at timeline 1:39 was delivery time they took old mattress dropped this of and left I called 7mins later at 1:46 pm after it was unwrapped!!!

I don't know if this practice is normal for them but we were sold a product that was falsely represented,Once again why would I argue about a returned mattress if that's what I knew I was getting doesn't makesence,

The Mattress was REPRESENTED AS A NEW MODEL YEAR CLOSEOUT!! Plain and simple not GRADE B!! They can say what they want the TRUTH IS THE TRUTH!!! screw the customer I guess..

Business

Response:

The conversation that took place at the store is not something that can be verified, the only thing I can go off of is what was signed, and noted. I can see that the customer signed acknowledging they were receiving a clearance mattress, and that they also signed for the product when it was delivered. The notes for the mattress mention only a small scuff mark, which is what the store would have seen as well. Because the product was signed for, the customer accepted it, and it cannot be returned or exchanged.

Review: They refused to do anything towards the problem with the bed without extra payments to them for inspection. The bed is under 10 years warranty.

Serta P Sleeper with Grady firm with full bedframe was purchased on 11/24/12 from Matress Discounters, slaes man [redacted] with invoice no#XXXXXXXXX for a total of $640.00. Few weeks ago I noticed the bed squeaks a lot.The noise got louder and I called the shop to report it.They asked me to call their customer Service.Customer Service asked me to pay them on the phone $50 none refundable servcie fee for an inspector to visit the bed.However it is not even confirmed that they will change the faulty bed frame since she told me it depends how much noise it is making!! The mattress and the frame is not even one year old and they offer 10 years warranty. I have read all the papers and warranty booklet that they attached to the receipt and there is no word mentioned in it that warranty policy for any inspection requires $50 service fee and the sales man also never brought it to our attention. They did the same thing with us with another mattress that we had purchased from them a few months ago. It also was under warranty, and the mattress had a dent, they asked me to pay $50 for inspection and I did pay and the inspector reported that the dent is not deep enough for an exchange.Now they are asking for another $50 to tell me that the noise of the bed is not loud enough to exchange the frame. This is a pure high way rubbery. The worst customer service that I have come acrossed. We have purchased a total amount of $3000.00 products from them and they treat us like this.Desired Settlement: They should come and exchange the frame and box that is squeaking a lot when one moves on top of the mattress or sits on it. It is under warranty and if there is a problem they should replace it without any hesitation and not to extort more money from the customer for checking the problem.

Business

Response:

Initial Business Response

Mattress Discounters offers a 120 night comfort guarnatee. After that time frame has passed, the mattress set is protected by the manufacturer's warranty. Mattress Discounters helps facilitate that process, however, we are bound by the requirements and guidelines of the manufacturer's warranty. The 50.00 inspection fee was discussed originally back in June of 2013. After pulling the recorded call, which occured on 6/19/13 @4pm, I was able to see that the customer had been informed about the 50.00 inspection fee for that inspection request, and any further inspections. If the mattress is found defective per the manufacturer's warranty, that fee is refunded to the customer.

Review: I purchased a mattress under a 120 night trial period as advertised. It states in the store 120 night comfort guarantee or it can be exchanged hassle free. The cost of this purchase was 7,124.97$. The purhase date was 11-13-13. The mattress was delivered on 11-16-13. On 3-3-14, I returned to the store to see about an exchange because I did not feel any benefit from this expensive mattress. The sales person on the floor was new and did not know the procedure. He called a manager and the managers first question was, is it within the 120 nights. which it was because it came up on the computer. He then informed me that I could exchange for a mattress of equal or greater value. This was not told to me when I purchased. I said if I did know this up front, I would not have purchased due to the purchase price. I am basically gambling 7000 dollars on a bed. He agreed. I was then told it would be up to the sales person to make the exchange for less. He was supposed to be in the store on that Wed. I returned only to find another person that I explained the situation. I totally got the run around, and was hung up on the phone with customer service. They claim this policy is on paperwork we signed. However,that paper is a receipt of proof of purchase. I should have been made aware of this policy before. I stated that I was putting my trust in that sales person to treat me fairly and more importantly honestly. Desired Settlement: I would like a different mattress of my choice and be refunded the difference in price.

Business

Response:

Mattress Discounters has a 120 night guarantee, however, it is correct that all sales are final, and refunds are not approved. The policy on our exchanges is posted in the store, and on the customers paperwork. There is a 10% restocking fee, a 49.00 re-delivery fee, and the exchange must be for equal or greater value.

I have attached a copy of the invoice showing this.

When the customer came into the store to talk about this exchange, we verified where the info was placed in the store, and on his copy of the invoice.

Consumer

Response:

I am rejecting this response because:

Review: I purchased a King size matching mattress and box springs online from Mattress Discounters, after it arrived I realized it was the wrong mattress. I immediately called customer service to inform them, after arguing that it was in fact the wrong mattress they said they would come and replace the mattress in 2-4 days even though their website says "next day delivery" (which neither bed was), mean while, they had taken my old mattress and I couldn't use the one they left. About 3 days later they delivered the SAME mattress I already told them was the wrong one. Once again, I called, this time with the delivery person standing right there and they still argued with me. I told them I was done dealing with them and that I just wanted a refund and them to come take their mattress and box-spring set back. They then informed me that they can't do that, I can either exchange it (Which apparently is very difficult for them) or keep the wrong and lesser coasting mattress.Desired Settlement: I would like Mattress Discounters to refund my payment of $898.77 and pick up the wrong mattress and box springs that they delivered. I have since purchase the correct mattress and box springs from a different merchant.

Business

Response:

Dear Mr. [redacted]

Thank you for sharing your concern with us. Your concern is important to us. Although Mattress Firm recently acquired [redacted] and Mattress firm is a part of [redacted], the two companies are still currently operating as separate entities. Please contact [redacted] customer service at [redacted]

Review: My wife & I exchanged our mattress under the warranty for a new one due to a defect on the original And bought separately to the warranty a Movable Ergo plus base total cost $2598.00, unfortunately this had to be returned due to the exposed electrical/mechanical movable parts which caused a massive concern towards my cats who sleep under our bed? The mechanical equipment was not explained to us at the store and the manager Michael [redacted] Did Not have a floor model or stock photo to show us so basically we went on his word? Mattress discounters Returned the base to their warehouse and a regular conventional base was purchased instead, The following day to my disbelief customer servicers told me im only entitled to a store credit as we Don't give refunds and 30 days to use it or lose it, this was a blatant bullying attempt forcing us to use The credit in question, Return policies were in NO way explained to us when we originally bought the item or are they advertised Anywhere in their showrooms including brochures, pamphlets or flyers, see attached photos, info, Receipt Even our receipt clearly doesn't mention the movable Ergo plus base is nonrefundable and only mentions the warranty on the exchanged mattress which is a completely separate item that we are very pleased with.

Our attempts to view our safety concern towards the mechanical base has fallen on deaf ear, As if this was explain initially to us we wouldn't be in this predicament, ironically afterwards we received A voicemail off Mr. [redacted] acknowledging the danger aspects of the base, (in his own words below)

"Use the base with caution around small animals & children"

a problem that could escalate into a Lawsuit in the event a child losing a finger due to exposed Hydraulics (this voicemail I still have) Desired Settlement: My wife & I are appalled how we've been treated from such a huge franchise and would like our Money Back, just like their furniture was returned in good faith.

Yours sincerely

[redacted] & [redacted]

Business

Response:

Please see the details of our interactions with Mr.

[redacted]. The customer originally had a warranty

inspection in September. We were working

with Simmons to get the mattress covered under warranty, and the exchange was

created in November 2013. The customer

decided to upgrade on their warranty exchange, and purchased two adjustable

bases as well.

Mattress Discounters has always had an” All sales final”

policy. We offer a 120 night comfort

guarantee, for an exchange only. This

is detailed on our invoices, and was stated to the customer several times.

The customer contacted us after the new mattress and

adjustable bases were delivered. He was

not happy with them, and on 12/17/13, we approved an exchange for him. At that time, before the exchange was even

created, we informed him that he would need to use all of his credit, as

Mattress Discounters has a no refund policy.

This was reiterated several times during the conversation.

On 1/6/14, the customer contacted our Customer Service

department, and stated that he was not ever told he couldn't receive a

refund. We went over the notes and even

played the call recording from 12/17/13 where the customer was verbally

informed of this.

We have sent the customer copies of his invoices, and shared

the recorded calls with him as well. He

was informed prior to making this exchange that no refunds would be

issued. If the recordings are needed, please contact me so that I can send them.

Consumer

Response:

I am rejecting this response because:

my argument isn't that I was told I cant have a refund its when I was told!

at the return of the two ergo plus bed bases I was then told no refund only store credit!

this was never explained to myself or wife at the time of purchase nor is it stated on my receipt,

in the store or on the bed base literature I mailed in to the Revdex.com along with store photos clearly

NOT showing any signs stating 'ALL SALES FINAL' or stating 'NO REFUND POLICY' (I have attached these photos)

the ergo plus bed base was a separate buy and had nothing to do with the exchanged mattress,

my original receipt clearly states the shop policy of my mattress exchange but does NOT state any

policies (i.e. non refunds, all sales final) in regards to my new purchase of the ergo plus bed base

which I financed through 'Progressive' ref: 1[redacted], maybe both items should have been listed on

separate invoices?

we have been very fair towards mattress discounters spending nearly $1000.00 extra on just bedding!

but we physically don't need anything else we have no other rooms to fill with furniture so basically

were left with $2524.35 of store credit we can NEVER use! were not rich people just a regular hard

working couple who simply cant afford to loose this amount of money.

on another note were totally willing to work with mattress discounters if there was anyway they

could transfer this credit to any customer willing to spend this amount? and as a good will gesture

to the customer we would only require $2400.00 refund therefor giving the customer an extra $124.35 on us,

we have offered same deal to friends & family but unfortunately none are in the market for a new bed,

I trust and hope we can come to an amicable agreement.

kind regards

[redacted] & [redacted]

Sincerely,

Business

Response:

As of 10/11/13, all of our locations were required to post the attached signage per CA law. I have attached two pictures showing the Antioch store that this transaction was completed at. One is a picture of the counter where the register is, the other is a closeup of the sign.

Review: On Aug 23, 2014 I purchased four mattresses, bases, and other miscellaneous items under Invoices #[redacted] and #[redacted] from Mattress Discounters. Some items were delivered to Carmel on Aug 30, 2014. The mattress bases that were delivered were mismatched and the company agreed to replace the incorrect unit.On Sep 13, 2014, the [redacted] delivery truck for Mattress Discounters arrived at the property in Carmel to replace the base. While backing up to park upon arrival, the driver collided with a tree on my property.The driver, [redacted], and second delivery person, [redacted], both admitted fault for the accident to me, to my wife, to his supervisor, and to the police. The second delivery person initially claimed to his supervisor that it was my fault for directing them to park in the front of the house, but the supervisor appropriately responded by confirming I had not directed them to have an accident. The accident was investigated by the police as CA [redacted]. The police instructed me to notify the City Forester and have the broken tree limbs removed immediately since it posed a hazard.The supervisor told me to contact Customer Service on Mon to obtain their insurance carrier and policy information. I called on Monday as directed and spoke with [redacted]. [redacted] repeatedly refused to provide the insurance information and said I needed to obtain estimates (even rough estimates) for the damage first. He finally agreed to send the information by Tue. I called again on Wed when the information still had not arrived. He again refused, requested a damage estimate, and finally agreed to contact "the other department" to obtain the insurance information. In an effort to mitigate further liability, I obtained a verbal estimate from a local arborist. I sent email to [redacted] with that estimate. He responded Thur claiming they now wanted a written estimate and stating they were requesting the information.The company continues to delay production of the insurance information required by law.Desired Settlement: I request immediate production of the company's automobile insurance company name and policy number, the company's cooperation in the insurance claim process, reimbursement for all costs associated with this loss, and restitution for the irreplaceable tree in the front yard. I would note that the company's continued efforts to thwart reporting the loss to their insurance carrier is increasing the loss value (in time, the need to obtain a copy of the police report, etc.).

Business

Response:

[redacted] contacted us on 9-15-14 to start his claim. Mattress Discounters is gathering all the information so we can move forward with an investigation. We are waiting for [redacted]'s written estimate from an arborist and once we get all the information can review it and decide what the next course of action will be.

Business

Response:

[redacted] spoke with our Risk Manager on Sept 19th, on this same day we reported the incident to our carrier. We have never denied to give him our insurance information. An adjuster should contact [redacted] regarding this claim per their policy on these matters. If [redacted] should choose to reach out to them prior to them contacting him, he has our Risk Manager's information he could utilize for further information.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: DO NOT BUY ANYTHING FROM THE TURLOCK STORE!!! I have been lied to and treated like trash by the rep that should have tried to help me. I bought a simple mattress and it was sealed in double plastic. My wife did not approve of my purchase because the quality of the mattress was very poor and thin. I admit I did not shop around like I should have. When I bought the mattress, I asked the sales clerk if I could return the mattress if it was not the rights one, style, color ect. The clerk said I could return it. Well I went home and sure enough my wife hated it. The mattress remained in the original plastic and I brought it in to return it two days later. A different sales clerk barley acknowledged me when I entered the business with the mattress and when I said I needed to return it she be became cold and curt. I asked her for the person who was her supervisor and she refused to give me the person's name or contact number. She finally told me I had the customer service number on my receipt and I could call them even though it was clear I wanted to talk to her supervisor. Well long story short all sales are final even though the first clerk said I could return it. Now I am out $125.92. I left the mattress in the store and we will never do business with this company again. I urge all of you to avoid this store and this company. Sincerely [redacted]. If you need names of you staff please contact me.Desired Settlement: please refund my purchase price.

Business

Response:

Although all sales are final at Mattress Discounters, we did approve and process a refund for this customer on 3/31. The check should go out from our Corporate offices on 4/4.