Mattress Empire

[redacted] was never promised with absoluteness that we could get her the footboard to her bed but that the company would so attempt to do soWe are a closeout discontinued merchandise company dealing in factory overstocks, last runs and final lots.Despite all this after many attempts the company was not able to match up the footboard the customer desiredThe customer was never charged for the footboard and was given a FREE bed frame.On April 10th the customer come into the store and was very aggressive and was determined to create an argumentative situationThe store manager was aggravated with the customers determination to insult and aggravate the store manager.The manager did offer a refund that very day and customer did agreed to bring back headboard and bedframeA refund was created in storeCustomer never came back to the store and as stated in your letter never came to store on May 20thCustomer is not being truthfulNo employee ever cursed or said any swear words to customerThe customer has manufactured this commentA cash refund was created on April 10th and held in store in cash for days with no response from the customer At this time the refund has been redeposited to general account.At this time the customer no longer qualifies for a refund due to their continual delayHowever if customer can return bedframe and headboard in packaging as they claim it is being so held we would extend a refund This Offer expires July 10thPerhaps Upon returning the packaged goods the customer should offer an apology for their mistruths.Thank you, Mattress empire

A sale was completed for [redacted] on June 9thWe assume [redacted] is representing [redacted] in the received letterThe invoice is signed by [redacted] directly where is is explained in writing that [redacted] NO REFUNDS*ALL SALES ARE FINAL [redacted] Upon investigation of service, the three delivery representatives indicated that the customer was upset because the youngest delivery representative was very quiet and not talkative with her when customer tried to engage him in conversationThis does not qualify as being disrespectfulThe customer called store and told “Tim” that young guys like this likely always end up in prisonOur delivery service is excellent and very professionalAt this point the customer was being most unkind with this type of verbal comment and stereotyping.The customer indicated that they might not want the box and bed frameValue of these two items is $not $At this time no refund is availableThank you Mattress Empire(not a member of the Revdex.com)

A sale was completed for *** *** on June 9thWe assume *** *** is representing *** *** in the received letter.The invoice is signed by *** *** directly where is is explained in writing that * NO REFUNDS*ALL SALES ARE FINAL*Upon investigation of service,
the three delivery representatives indicated that the customer was upset because the youngest delivery representative was very quiet and not talkative with her when customer tried to engage him in conversationThis does not qualify as being disrespectfulThe customer called store and told “Tim” that young guys like this likely always end up in prisonOur delivery service is excellent and very professionalAt this point the customer was being most unkind with this type of verbal comment and stereotyping.The customer indicated that they might not want the box and bed frameValue of these two items is $not $At this time no refund is available.Thank youMattress Empire(not a member of the Revdex.com)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: I was more than willing to accept the first mistakeWe are humanWhen the second mistake was made and while the delivery company was there I asked to speak to the manager which I had asked him to call me several times that dayHe refused to speak with meI couldn't understand why the mistake was being made again? He was not at the store according to the driver I can't understand why a manager would not call a customer after making a mistake not once but twiceAll I wanted was an answer from him why this kept happeningI understand mistakes happen but as a customer there was no mistake when you charged my card and took my moneyI try to give smaller stores business because you often times find a better deal but at what cost? I had to sleep on the sofa for nights because I couldn't get what I paid for not once but twiceThe manager only talked to me when I said I was going to call the policeHe was rude and told me this was also my faultBefore that he would not talk to me at allI have my phone records to show thisHis phone records will not support him saying he spoke to me any other time other than when I was in the store and shortly after called the police and that was from the employees cell phone who called himI don't know if I would have ever gotten my merchandiseIt seems they use the no refunds as an excuse to do whatever they want to paying customers which is simply not fairI purchased a mattress the morning prior to going to the store so there is nothing I would be able to do with another mattress at this timeHad they delivered what I ordered not the first but the second time I was more than willing to accept the deliveryBut that is not what happenedBecause you have a no refund policy does not mean you can take peoples money and make excuses why you can not give them what they paid for and then to be rude and blame the customer makes no sense to me
Regards,
*** *** ***

[redacted] was never promised with absoluteness that we could get her the footboard to her bed but that the company would so attempt to do so. We are a closeout discontinued merchandise company dealing in factory overstocks, last runs and final lots.Despite all this after many attempts...

the company was not able to match up the footboard the customer desired. The customer was never charged for the footboard and was given a FREE bed frame.On April 10th the customer come into the store and was very aggressive and was determined to create an argumentative situation. The store manager was aggravated with the customers determination to insult and aggravate the store manager.The manager did offer a refund that very day and customer did agreed to bring back headboard and bedframe. A refund was created in store. Customer never came back to the store and as stated in your letter never came to store on May 20th. Customer is not being truthful. No employee ever cursed or said any swear words to customer. The customer has manufactured this comment. A cash refund was created on April 10th and held in store in cash for 60 days with no response from the customer . At this time the refund has been redeposited to general account.At this time the customer no longer qualifies for a refund due to their continual delay. However if customer can return bedframe and headboard in packaging as they claim it is being so held we would extend a refund . This Offer expires July 10th. Perhaps Upon returning the packaged goods the customer should offer an apology for their mistruths.Thank you, Mattress empire

[redacted] was never promised with absoluteness that we could get her the footboard to her bed but that the company would so attempt to do so. We are a closeout discontinued merchandise company dealing in factory overstocks, last runs and final lots.Despite all this after many attempts the company...

was not able to match up the footboard the customer desired. The customer was never charged for the footboard and was given a FREE bed frame.On April 10th the customer come into the store and was very aggressive and was determined to create an argumentative situation. The store manager was aggravated with the customers determination to insult and aggravate the store manager.The manager did offer a refund that very day and customer did agreed to bring back headboard and bedframe. A refund was created in store. Customer never came back to the store and as stated in your letter never came to store on May 20th. Customer is not being truthful. No employee ever cursed or said any swear words to customer. The customer has manufactured this comment. A cash refund was created on April 10th and held in store in cash for 60 days with no response from the customer . At this time the refund has been redeposited to general account.At this time the customer no longer qualifies for a refund due to their continual delay. However if customer can return bedframe and headboard in packaging as they claim it is being so held we would extend a refund . This Offer expires July 10th. Perhaps Upon returning the packaged goods the customer should offer an apology for their mistruths.Thank you, Mattress empire

Aug 15/2014In response to [redacted] complaint Mattress empire DID complete her first delivery in the time frame that was promised. She was told all deliveries are between 6 pm and 10 pm at night. The delivery company was back with her signed delivery receipt by 7:30 pm on the night of...

her scheduled delivery.Unfortunately the mattress that was delivered was the incorrect size. However [redacted] accepted the delivery without complaint. The next day she told us that the size was incorrect and we proceeded to arrange a switch out. Again our delivery schedule is always between 6-10 pm. Mattress empire strives to do a good job for every client. Unfortunately we had new employees on staff on this particular weekend and they made an additional error in product shipped. The drivers called Tim who came to the store after hours and waited at store to get her the correct mattress and the drivers were ready to work overtime to help her.[redacted] did speak with Tim and was informed that Mattress Empire does not allow refunds. [redacted] asked to speak to a manager and claims no one wanted to speak with her. The fact is that the manager was simply not available and was not in the location. However the store was instructed to redeliver to her immediately, which was accomplished. However, the manager(Tim) did speak with her on the following day and relayed to her the policy of the company and told her they can deliver to her right away. Infact the drivers were in the store ready to deliver to her when she came into the store before 12 noon on Sunday Aug 3rd. [redacted] refused two attempts to redeliver her goods,it is true that unfortunately mattress empire did two incorrect deliveries and it is also true that [redacted] also made the same mistake of receiving the incorrect delivery .[redacted] invoice will remain open for 90 days from the day of her purchase. Please ask her to call store and arrange delivery when she is ready. Inventory will be held for her for 14 days form today Aug 15th. If she confirms her delivery after this date then we shall reserve the right to have a new set fabricated for her in an appropriate length time.We are very happy to serve [redacted] and sincerely hope she will call the store soon to confirm delivery. Thank you kindlyMattress Empire

A sale was completed for [redacted] on June 9th2015. We assume [redacted] is representing [redacted] in the received letter.
The invoice is signed by [redacted] directly where is is explained in writing that 
* NO REFUNDS*ALL SALES ARE FINAL*
Upon...

investigation of service, the three delivery representatives indicated that the customer was upset because the youngest delivery representative was very quiet and not talkative with her when customer tried to engage him in conversation. This does not qualify as being disrespectful. The customer called store and told “Tim” that young guys like this likely always end up in prison. Our delivery service is excellent and very professional. At this point the customer was being most unkind with this type of verbal comment and stereotyping.The customer indicated that they might not want the box and bed frame. Value of these two items is $89.99. not $300. At this time no refund is available.
Thank you
Mattress Empire(not a member of the Revdex.com)

Review: I went to Mattress Empire on 8/1/14 to purchase a queen mattress set. I was told by the manager the set would be delivered that day if he could reach his drivers. If not the next day, I was fine with that. I received a call at 5:06pm from someone at the store saying the delivery crew was on the way. They showed up at 8pm to deliver the set. At delivery the set was brought in both pieces were in clear plastic, I could see the items were clean and not damaged. The delivery guys leaned the merchandise up against the wall in my bedroom I signed the invoice, paid the delivery charge and they left. After trying to put the mattress down into my platform frame I noticed the bed was not the size that I ordered but a full size mattress instead. I looked at my receipt and the store hours stated they closed at 8pm. So I called the next day 8/2 to inform the store of the mistake so it could be corrected. I called several times and asked to speak with a manager. The young lady would inform me she needed to call the manager and call me back. The first conversation the young lady informed me she didnt know what to do since she was only at this location to help out for a few days, and she was not a regular employee. I spoke with her 5 times and each time I asked her to have the manager call me so we could get this straightened out. She would only say that he was trying to get in touch with his drivers. I informed the young lady that I wanted him to call me. I was perfectly fine with someone picking up the incorrect set and delivering what I originally purchased. The last phone conversation I had with her she said she wasnt sure if anything could be done before Tuesday or Wednesday of next week. At this point I became upset. I felt they were scamming me. I asked again please have the manager call me or can I have a number to reach him. She had been given instructions not to give out his number to the customers. So I never spoke to him. At 8:37pm on 8/2 there was a knock on my door. It was the delivery crew. A different group of men. I was relieved. Finally I have my items. The men brought the items in and this time I noticed right away this is not what I ordered this isnt even a pillow top mattress. It was a basic queen mattress set. I told the team I was not going to accept the delivery because this is not what I ordered again. They called the manager who again did not want to speak with me. I did not understand why couldnt he take a phone from me or just call me to get the situation resolved. I asked the driver how much would he charge me to take my set that was delivered on Friday to the store location on Sunday morning, he said $60.00. I confirmed with him the time for Sunday which was for 12pm. I went out and purchased a bed set on Sunday morning prior to the delivery guys coming to pick up the set. The guys showed up and put my items on the truck and I followed them to the store. Once at the store the manager still was not there. The person there named Shlomo S[redacted], I gave him my receipt and explained to him what the problem was. I informed him I wanted my money back. He then called the manager and spoke with him. After the conversation he said the manager said he tried to call you yesterday, I said no he didnt I have my phone records to prove he didnt. He said there are no refunds, and the manager felt this was my fault as well and I expressed to him this is poor business and customer service. I have been waiting to receive what I paid for and you guys keep making excuses and trying to make me take something I did not pay for. He called the manager again and was told they would deliver my merchandise later today. That is what I was told 2 days ago, 2 different delivers and you keep giving me other items. I asked for the managers name he said Tim but he didnt know his last name. I asked that he sign my invoice stating that I did in fact return the merchandise to the store. He informed me that he was not acknowledging anything nor was he going to sign anything. I did not feel comfortable just leaving the items there so I called the police. They informed me that they could not make him sign anything since this was a civil matter, but they could give me a report number in regards to me leaving the items there. ([redacted]) P/O Rambo #[redacted]. I dont know what to do. I dont believe they intended to give me what I ordered. Not sure why the manager Tim would never just call me to fix the situation.Desired Settlement: I would like my money refunded to my chase card in the amount of $476.97

Business

Response:

Aug 15/2014In response to [redacted] complaint Mattress empire DID complete her first delivery in the time frame that was promised. She was told all deliveries are between 6 pm and 10 pm at night. The delivery company was back with her signed delivery receipt by 7:30 pm on the night of her scheduled delivery.Unfortunately the mattress that was delivered was the incorrect size. However [redacted] accepted the delivery without complaint. The next day she told us that the size was incorrect and we proceeded to arrange a switch out. Again our delivery schedule is always between 6-10 pm. Mattress empire strives to do a good job for every client. Unfortunately we had new employees on staff on this particular weekend and they made an additional error in product shipped. The drivers called Tim who came to the store after hours and waited at store to get her the correct mattress and the drivers were ready to work overtime to help her.[redacted] did speak with Tim and was informed that Mattress Empire does not allow refunds. [redacted] asked to speak to a manager and claims no one wanted to speak with her. The fact is that the manager was simply not available and was not in the location. However the store was instructed to redeliver to her immediately, which was accomplished. However, the manager(Tim) did speak with her on the following day and relayed to her the policy of the company and told her they can deliver to her right away. Infact the drivers were in the store ready to deliver to her when she came into the store before 12 noon on Sunday Aug 3rd. [redacted] refused two attempts to redeliver her goods,it is true that unfortunately mattress empire did two incorrect deliveries and it is also true that [redacted] also made the same mistake of receiving the incorrect delivery .[redacted] invoice will remain open for 90 days from the day of her purchase. Please ask her to call store and arrange delivery when she is ready. Inventory will be held for her for 14 days form today Aug 15th. If she confirms her delivery after this date then we shall reserve the right to have a new set fabricated for her in an appropriate length time.We are very happy to serve [redacted] and sincerely hope she will call the store soon to confirm delivery. Thank you kindlyMattress Empire

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: I was more than willing to accept the first mistake. We are human. When the second mistake was made and while the delivery company was there I asked to speak to the manager which I had asked him to call me several times that day. He refused to speak with me. I couldn't understand why the mistake was being made again? He was not at the store according to the driver. I can't understand why a manager would not call a customer after making a mistake not once but twice. All I wanted was an answer from him why this kept happening. I understand mistakes happen but as a customer there was no mistake when you charged my card and took my money. I try to give smaller stores business because you often times find a better deal but at what cost? I had to sleep on the sofa for 2 nights because I couldn't get what I paid for not once but twice. The manager only talked to me when I said I was going to call the police. He was rude and told me this was also my fault. Before that he would not talk to me at all. I have my phone records to show this. His phone records will not support him saying he spoke to me any other time other than when I was in the store and shortly after called the police and that was from the employees cell phone who called him. I don't know if I would have ever gotten my merchandise. It seems they use the no refunds as an excuse to do whatever they want to paying customers which is simply not fair. I purchased a mattress the morning prior to going to the store so there is nothing I would be able to do with another mattress at this time. Had they delivered what I ordered not the first but the second time I was more than willing to accept the delivery. But that is not what happened. Because you have a no refund policy does not mean you can take peoples money and make excuses why you can not give them what they paid for and then to be rude and blame the customer makes no sense to me.

Regards,