Mattress Firm (Corporate Locations & Office)

Revdex.com:
This letter is to inform you that Mattress Firm has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/14/2015 12:00:00 AM and assigned ID [redacted].
Regards,
K[redacted]

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 1/4/2017 and assigned ID [redacted]
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.    Sent: Tuesday, May 17, 2016 7:49 PM Subject: Complaint number #[redacted]Please read my complaint, then their response.  They delivered the wrong chair.  I received the more expensive chair.  To top it off, I finally started using this chair about 2 weeks ago, and guess what?  It is broken.  Somewhere inside there is a linkage that is not connected.  I want them to come and get this defective chair, that we did not order out of my house.  The book they sent with the chair is for the Oasis, the chair we ordered, however we received the Serenity.  We do not want this chair, and now almost 2 months after it is delivered, we still do not have a chair.  Poor customer service. Thank youJames M [redacted] Sent from Mail for Windows 10

Case # [redacted] On June 9, 2017, a Customer Relations representative contacted Mr. [redacted] to address his concerns. Mr. [redacted] advised that his [redacted] mattress was delivered damaged on June 13, 2016. After further review and consideration of his complaint, we agreed to...

accommodate Mr. [redacted] with a store credit for his king size set ($3,099.99 plus tax). A credit letter was sent via e-mail and he was instructed to visit his local Mattress Firm store to select merchandise of equal or greater value; if greater, he is responsible for the difference. Since we have satisfactorily resolved his complaint, we believe no further action is required. Should you require any additional information, please feel free to contact Karen [redacted] at (516)-861-7230 or karen.[redacted]@mfrm.com.

Dear Revdex.com    Please refrain from sending complaints that do no relate to my stores I am a Franchise OWNWER OF THE 7 [redacted] area stores.  Respectfully, [redacted]

Subject: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Dear Mr. [redacted],   We appreciate you sharing your concern with us. We apologize that you are not happy with the conditions of the warranty. The warranty card that came with your mattress states...

that “transportation and inspection fees” are the consumers responsibility. We are unable to waive these fees. It’s up to your discretion if you’d like to have a 3rd party inspector look at the area of concern, however, it seems strange there would be a wood piece in the brand new mattress that uses zero percent wood product in the construction. If you have any other questions please feel free to call our warranty department at 866-942-3551.   Regards,

Dear Mr. [redacted], Thank you for sharing your concern with us. After reviewing this claim with our distribution center and area contractor we have come to find out that our company was never allowed a reasonable amount of time to get estimates and perform the proper repairs to your property. It's...

noted that rather then allowing us to do our due diligence and send our contractor team to your residence to assess the damage and report back to us an estimate you chose to deny us that right and have the work done by your own private contractor within 2 days time of the damage. Although we truly regret and apologize for the damage that was caused by our delivery team to your property, this truly is not reasonable. We are informed that our contractor team is willing to reimburse you up to $1,500 which is the assessment of the damage caused that our team estimated after you already had the work done. Please contact Jamal for steps to receive this reimbursement. We will not be reimbursing any amount beyond $1,500.  Thank you, Mattress Firm Customer Care

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it [redacted]posed for my complaint, filed on 11/29/2016 and assigned ID [redacted].
Regards,

Case# [redacted] In review of Mr. [redacted]’s rebuttal, our offer of an accommodation partial store credit in the amount of $900 in conjunction with a corporate discount will remain the same. While we are aware of his dissatisfaction, a warranty exchange can only be completed if the mattress is considered defective under the manufacturer’s guideline. If Mr. [redacted] refuses the offer, he still will have the option of requesting another inspection.  We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle [redacted] at (516) 861-7174 or c[redacted]@mattress.com.

Case# [redacted] Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative reviewed her account with her Sales Representative.  The Sales Representative advised a request was sent to [redacted]y Bank to adjust Ms. [redacted]’s promotion term to 60 months. The changes will...

take two to three billing cycles to reflect on her account. On March 3, 2017, a Customer Relations Representative contacted Ms. [redacted] to no avail. A detailed message was left with a call back number, to have a conference call with [redacted]y bank. As we take these complaints very seriously, we will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance please feel free to contact [redacted]

On June 3, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her concerns. Ms. [redacted] advised she is unhappy with the queen size [redacted] mattress as it is squeaking. She would like to get another mattress however; she does not want to spend any more money. To obtain...

customer satisfaction, Ms. [redacted] was offered a Corporate Discount should the newly selected mattress be greater than her in-store credit of $749.99, plus tax. The discount cannot be applied on clearance and outlet merchandise. Ms. [redacted] also has the option of selecting a pick up and refund of the queen size [redacted] mattress and box spring in the amount of $749.99, plus tax. The merchandise must be free of any rips, stains, tears and burns. Ms. [redacted] advised she will think about her options and contact the Representative on Tuesday June, 6 2017.As we take these complaints very seriously, we will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance please feel free to contact Kuina [redacted] at (516)-861-7503 or [email protected].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and have determined that this proposed action would not resolve my complaint.  Sent: Monday, April 03, 2017 12:54 PMSubject: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]3. THEY SAID THEY WERE FIXING THE PROBLEM AND THAT IT WOULD "WORK IT SELF OUT BY THE 3RD STATEMENT .1ST STATEMENT 65.00 2ND STATEMENT 275.00 THIRD STATEMENT 107.00 FORTH STATEMENT 97.00. still NOT THE 80.00 I AGREED TO. mATTRESS FIRM STILL DID NOT GIVE [redacted] THE pAPERWORK THEY NEED TO SHOW I RETURNED A MATTRESS. yOUR OPTIONS IN FOLLOW UP ONLY STATED IF I WAS HAPPY OR NOT. cOULD NOT MAKE THAT DECISION UNTIL NOW AND nO I AM STILL NOT HAPPPY WITH THE RUN AROUND I HAVE BEEN HANDED BY aLL CONCERNED.

Sent: Tuesday, June 07, 2016 1:03 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   [redacted]
  Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our...

assistance, please contact us at 866-942-3551.  One of our specialists will be glad to help.                       Sincerely,   Mattress Firm Customer Care

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and find that this resolution would be satisfactory to me.

Case #: [redacted]On December 6, 2016, Mrs. [redacted]   was contacted where she advised of a concern in regards to our inspection process.  Due to the consumer’s expression of an elongated wait regarding the requirements, as a courtesy she has been provided an e-mail address where she can...

directly send her photos for immediate review. Mrs. [redacted] found this offer acceptable and we are currently awaiting her photo submission. If I can be of further assistance please do not hesitate to contact Stenio J[redacted] 516-861-7763 or sj[redacted]@mattress.com

Dear Mr. [redacted], Thank you for sharing your concern with us. Our records indicate that this issue has been resolved and the refund was processed on 11/30/15. We are sorry for any  inconvenience this may have caused for you. Thank you for being a valued customer. Please feel free to call us at...

[redacted] if you have any further questions.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]  The company did not offer to help me at all. They did not listen to my issue at all. They did not hold up their end of the sale and nor did they offer any resolution or help. Very disappointed in this company. 
Regards,

On May 1 & 4, 2017, a Customer Relations Representative reached out to Ms. [redacted] to address her concerns. She was unable to talk out that time and advised she will contact us back. Our records show that her refund of $596.76 for her canceled order was processed on April 18, 2017. We regret...

any inconvenience Ms. [redacted] may have encountered. We can assure you that our customers are important to us and we take complaints like this very seriously. If Ms. [redacted] has any additional concerns please have her contact us at her earliest convenience. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle [redacted] at (516) 861-7174 or chanelle.[redacted]@mfrm.com.

Dear Ms. [redacted]Our record indicate that this issue has been resolved and you have been refunded for these items. We are sorry for any  inconvenience this may have caused for you. Thank you for being a valued customer. Please feel free to call us at 1-800-384-2903 if you have any further...

questions.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11859611, and find that this resolution would be satisfactory to me.