Mattress Factory Outlet Inc

To whom it may concern my name is *** *** I am the *** of mattress factory outlet incCustomer came in on 12/**/looking for a queen mattressCustomer informed me thathe has major back and neck pain and that he needs an orthopedic mattressI showed him all the floor models in the
show roomHe liked mattress that he layed on because it was an orthopedic pillow top mattressAnd it contoured to his body very well (he felt very comfortable laying on it)The mattress the customer layed on and liked was a one sided pillow top mattressThe customer wanted the same mattress but in double sided pillow top so that he can flip the mattress over time to timeAs you can tell our store name is mattress factory outletThe reason for that is because we also have a factory where all our beds are madeWe dont usually make double sided pillow top mattresses but if a customer wants to make a special order for a custom made mattress we will make it for himI explained the customer the whole order Customer ordered it and I told him that special made mattresses are not refundable but even though I still gave him (customer) an option of a weeks comfort exchange that means if after the mattress is made and delivered to the customers houseIf he is not comfortable with the feeling of the mattress with in weeks of sleeping on itI will exchange it for a different mattressAs long as their are no stains or damages on the mattressCustomer agreed and placed the order with meI retold the customer again that their are no refunds on custom made mattresses only exchanges if you are not comfortableCustomer signed the imprinted credit card slip and he also signed the order form where the policy states no refundsWhich I will attach on a seperate sheetI specifically told the customer to sign by the store policy which states NO REFUNDS on the bottom of the order formBecause it is a custom made special order mattress which the factory only made for the customer specialAnd that it is not a standard mattress the customer agreed and signed right under neath no refundsI told the customer it would take a few days to make the mattressI gave the customer a copy of the signed order form and he leftThe customer also told me he was moving in to a new apartment anyways it would take about a week before he moved in and that he would call me days prior his moving date so that I can deliver the mattress to his new apartmentOn 12/**/the factory brought the custom made mattress over to my store I placed it in one of my corners of my storeI called up the customer right away that day and told him that the mattress was readyI am just waiting for his ok to deliver the mattress to himThe customer replied great and that his apartment was not ready yetHe would let me know in a couple of days when to deliver it to his apartmentOn 12/**/customer came in to my store saying that he wants to cancel the order with out giving me a reason and he wants a full refund no exceptionsI told him sir in a very nice way but you ordered a special custom made mattress and that I have no use for itI cant sell it to another customer he said he does not careHe tells me if I dont give him his refund it doesnt really bother him at allHe will just call his credit card company (discover) and issue a stop paymentAnd that I cant do nothing about it because the credit card company will always favor the card holder and left my storeI called his phone right after he left my storeI told him you know what the custom made mattress will be my loss NO PROBLEM and that I will give him a full $store credit but I cannot give him a refundBecause I already payed for the special custom made mattress and I am stuck with itBut still offering him a full store credit NO RESTOCKING FEE when every other furniture has a percent restocking fee especially on special ordersHe refused and hung up the phone on meAll of a sudden 01/**/my account was debited I dont understand just because people have credit cards they can take advantage of the merchants and not go according to the store policy which the customer signed and agreedThis is not right at all especially in my situation when their is full proof of all signatures by the card holder regarding the store policyThank You very much for your timePlease judge favoraballyAnd I stll have the special custom made mattress standing in my store if the customer wants it I could deliver it to himOr I can offer him a full store credit Thank You *** ***

I purchased a Red Sealy Futon mattress for $from the Mattress Factory Outlet (*** *** in *** ** ***) on Oct **,
The mattress that was delivered to me the following day has the following problems::
a) It is not a Sealy brand
b) It has poor craftsmanship with white stitches coming from multiple areas,
c) The futon mattress is so misshapen like someone stuffed a ragdoll with old cloth so some areas are bulging while other areas have a different thickness The deformities are obvious to everyone and very disrespectful to anyone (I don't want to open the zipper of the covering since I don't know what may be inside that could potentially harm me)
The store salesman, Abraham, states there are no refunds and offered to give be a black one since that is all he had in inventory but then will contact his factory for other mattresses He told me I had to bring the bad mattress back to him He has since not returned my phone calls to resolve any

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you Revdex.com for all your help!!!The owner / salesperson...

Abraham received the complaint from you. He decided to refund my full purchase price of $250.00 on Sept. *, 2015. Case should now be closed.
Sincerely,
[redacted]

Review: On Aug. ** 2015 I went shopping for 2 mattress's to the Mattress Factory Outlet Inc. Located at [redacted]. The owner / salesman Abraham showed me a firm mattress that he said was a generic brand made in the USA in Brooklyn NY. He said that the mattress was BRAND NEW and made from all new materials. Since I was on a budget, the deal for 2 Brand New Mattress's for the total purchase price of $250.00 was hard to pass up. Based on my search locally it was approx. $100-$150 less then other stores. I used poor judgment and with out checking here first to see this stores record I purchased the 2 mattress's for the total of $250.00. The mattress's were then delivered later on before the end of the day to my home. When I checked the 2 "New" mattress's I noticed something was wrong. 1 mattress was different then the other? It felt very soft not firm at all, and also looked slightly thinner in height. Upon closer inspection I noticed that the white Federal Trade Commission Tag was missing and a "Yellow" tag that was originally attached was cut off at the seam. So basically it had no tags at all? I checked online and found out that yellow tags are "Used' mattress's!!! I then went back to the store that same day and told Abraham what I saw. He said by mistake he sent the wrong mattress and does not have time to check each mattress himself he is too busy. At that point I was already upset about my purchase and asked for a refund that same day. I was then told by Abraham that he does not give refunds ever! After going back and forth he agreed to pick up the used mattress and deliver the correct NEW mattress in a day or two since he had no more in stock and had to order 1 for me first. On Aug. **, 2015 late in the evening the store called to say they were on the way to deliver the mattress that the had owed me. A short time later they arrived and brought the mattress inside my home and left abruptly with out giving me time to check the replacement mattress. Upon close examination I was shocked to see that this mattress did have a white Federal Trade Commission Tag, but it was almost completely blank? No manufacturer no, no date, no location, nothing written on it at all? The worst part was to the side was the edge of a yellow tag that was cut off at the seam again. If I could post pictures here you would be shocked too! In summery, I believe that now both mattress's that I received are used "YELLOW TAG' mattress that have been doctored up to appear as Brand New Mattress. The store somehow attaches white blank tags to give the appearance as New. I also believe that what your shown in the showroom and what you receive at your home is the old bait and switch routine. They show you something different in the store! As of today Aug. **, 2015 I have not even removed the mattress from the bags yet. I am very disappointed with this purchase and how the Mattress Factory Inc. in Lawrence NY conducts there business. BUYERS SHOULD BE AWARE!Desired Settlement: I am seeking a full refund for my purchase amount of $250.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Thank you Revdex.com for all your help!!!The owner / salesperson Abraham received the complaint from you. He decided to refund my full purchase price of $250.00 on Sept. *, 2015. Case should now be closed.

Sincerely,

Review: I ordered and Paid ( $300.00 by Check. The check was cashed about an hour after I left the store at around 2.30 pm Sept. ** or ** ) for a specific type of Mattress. I was promised delivery on Sept. [redacted] around 2pm. I Waited for 3 hours then called the Store. I given all sorts of reasons why the delivery was delayed. They then said they would send someone over at that time when I was on the phone with them. The delivery of the Mattress was made ( my brother accepted the delivery ) . when I returned and examined the Mattress, it was not what I ordered. I called them on Sept. [redacted]. I was told by [redacted] ( [redacted] ) who sold me the mattress, he would get me the Mattress I ordered. I indicated that if the Mattress is not delivered by Tuesday Sept. [redacted]. I would cancel the Order and want a refund. His response was' I don't give refund. As of today ( Sept. [redacted]. ) I have not received any response from them., and my calls keep going into voice mail .Desired Settlement: Refund check.

Consumer

Response:

At this time, I have not been contacted by Mattress Factory Outlet Inc regarding complaint ID [redacted].

Sincerely,

Review: When I was hesitant about purchasing a mattress so rushed the fast talking sales associate wrote out a receipt guaranteeing a refund should I be unhappy with the purchase. When I went in for the refund the same sales associate said "i know what I said but you have no proof show me whee it says it on the receipt." the illegible hand writing was in fact a scam to get me to feel secure purchasing a product I was unsure I wanted. when I approached the sales person he replied" if you file a dispute I wont give you your money or your mattress."

Just a side note and perhaps should not even be here but at this point im just stating all the facts. when I first walked in he made racist comments about the neighborhood stating clearly that he rips "[redacted]" off.Desired Settlement: Sales associate should be fired for making racist comments to a customer. I would like a formal apology along with a full refund.

Business

Response:

To whom it may concern my name is [redacted] I am the [redacted] of mattress factory outlet inc. Customer came in on 12/**/14 looking for a queen mattress. Customer informed me thathe has major back and neck pain and that he needs an orthopedic mattress. I showed him all the floor models in the show room. He liked 1 mattress that he layed on because it was an orthopedic pillow top mattress. And it contoured to his body very well (he felt very comfortable laying on it)The mattress the customer layed on and liked was a one sided pillow top mattress. The customer wanted the same mattress but in double sided pillow top so that he can flip the mattress over time to time. As you can tell our store name is mattress factory outlet. The reason for that is because we also have a factory where all our beds are made. We dont usually make double sided pillow top mattresses but if a customer wants to make a special order for a custom made mattress we will make it for him. I explained the customer the whole order . Customer ordered it and I told him that special made mattresses are not refundable but even though I still gave him (customer) an option of a 3 weeks comfort exchange that means if after the mattress is made and delivered to the customers house. If he is not comfortable with the feeling of the mattress with in 3 weeks of sleeping on it. I will exchange it for a different mattress. As long as their are no stains or damages on the mattress. Customer agreed and placed the order with me. I retold the customer again that their are no refunds on custom made mattresses only exchanges if you are not comfortable. Customer signed the imprinted credit card slip and he also signed the order form where the policy states no refunds. Which I will attach on a seperate sheet. I specifically told the customer to sign by the store policy which states NO REFUNDS on the bottom of the order form. Because it is a custom made special order mattress which the factory only made for the customer special. And that it is not a standard mattress the customer agreed and signed right under neath no refunds. I told the customer it would take a few days to make the mattress. I gave the customer a copy of the signed order form and he left. The customer also told me he was moving in to a new apartment anyways it would take about a week before he moved in and that he would call me 2 days prior his moving date so that I can deliver the mattress to his new apartment. On 12/**/14 the factory brought the custom made mattress over to my store I placed it in one of my corners of my store. I called up the customer right away that day and told him that the mattress was ready. I am just waiting for his ok to deliver the mattress to him. The customer replied great and that his apartment was not ready yet. He would let me know in a couple of days when to deliver it to his apartment. On 12/**/14 customer came in to my store saying that he wants to cancel the order with out giving me a reason and he wants a full refund no exceptions. I told him sir in a very nice way but you ordered a special custom made mattress and that I have no use for it. I cant sell it to another customer he said he does not care. He tells me if I dont give him his refund it doesnt really bother him at all. He will just call his credit card company (discover) and issue a stop payment. And that I cant do nothing about it because the credit card company will always favor the card holder and left my store. I called his phone right after he left my store. I told him you know what the custom made mattress will be my loss NO PROBLEM and that I will give him a full $500 store credit but I cannot give him a refund. Because I already payed for the special custom made mattress and I am stuck with it. But still offering him a full store credit NO RESTOCKING FEE when every other furniture has a 15 percent restocking fee especially on special orders. He refused and hung up the phone on me. All of a sudden 01/**/15 my account was debited I dont understand just because people have credit cards they can take advantage of the merchants and not go according to the store policy which the customer signed and agreed. This is not right at all especially in my situation when their is full proof of all signatures by the card holder regarding the store policy. Thank You very much for your time. Please judge favorabally. And I stll have the special custom made mattress standing in my store if the customer wants it I could deliver it to him. Or I can offer him a full store credit Thank You [redacted]