Mattress Firm (Corporate Locations & Office)

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.]   I sent them this documentation before, to the local store at least five times, to their local shipper, as well as their "contractor/warehouse."  There is no reason for them to deny that this happened.  I have submitted proof of the accident-  photos of the truck stuck in my yard, the damage before and after, and even a movie of the truck being removed. 
Regards,

Sent: Friday, April 01, 2016 5:40 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mrs. [redacted],   Our Happiness guarantee states that a mattress can be returned or exchanged within the 100 day time frame with a small processing fee required. After the 100 days has...

past the mattress has to fall under the warranty that the manufacture provides. Since it is under a manufacturer warranty we have to follow the manufacturer guidelines which state that the mattress impression must be at least 1 1/2" deep.  If the impressions do not meet the guidelines you can always re-submit a warranty form after 90 days if you believe the impressions to be more pronounced. Thank you again for reaching out to us. Please feel free to contact us at [redacted].       Thank you,

Subject: Complaint ID: [redacted]     Complaint ID: [redacted]   Dear Mr. [redacted],   We apologize for this concern brought to us regarding a refund. Our records indicate that you were refunded on 2-2-15. Thank you again for reaching out to us. Please feel free to contact us at [redacted].     Thank you,

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.]When the chair was finally delivered I told the movers that I thought it was the wrong chair, but signed anyway as I was not sure.  My wife came home several hours later and said it was the wrong chair.  The instruction manual provided with the delivered chair was for the chair we requested, not the chair received.  The remotes are different so it is useless to us.  As this was in dispute, I did not use the chair.   It still has the tags attached it was delivered with.  It was only a couple of weeks ago that I tried the chair and discovered it was defective.  A company as large as Mattress Firm wants me to get warranty work done for something what was defective when they delivered it.  The display at the Home Show did not have model numbers, prices etc.  We just told the salesman which one we liked.  He wrote up the more expensive chair, and Mattress Firm is ok with that too.  Crap for customer service.  Come get your garbage please, and try and dupe another customer. 
Regards,

On April 17, 2017, a Customer Relations Representative contacted Mrs. [redacted] to address her warranty concerns. She advised her mattress only sags when there is pressure applied. Ms. [redacted] was informed that the sag could not be measured when there is weight applied as mattresses are designed to...

conform to your body when you lay on them. Ms. [redacted] was advised to email photos of her mattress. Once the photos are received the Representative will follow up with her. While speaking with Ms. [redacted] the call disconnected. The Representative attempted to re-establish a connection to no avail and a detailed message was left.   We will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance, please contact Karen [redacted] at (516)-861-7230 or Karen.[redacted]@mfrm.com.

Sent: Friday, April 01, 2016 5:24 PM Subject: Complaint ID: [redacted]     Complaint ID: [redacted]   Dear Mr. [redacted],     Our records indicate that the amount of $426.91, equaling the total amount for the original purchase, was refunded on 12/18/14. However, this refund process...

on [redacted]'s end, can take up to two billing cycles before they reflect the refund. Once [redacted] processes the refund on their end you should have been refunded the amount you paid toward that lease by [redacted]. Thank you again for reaching out to us. Please feel free to contact us at [redacted].     Thank you,

Hello Ms. [redacted]
 Thank you for reaching out to us with your concern. We are sorry to hear that you are not happy with your purchase and sorry for what sounds like is a miscommunication between the sales person and you. This is certainly not indicative of the type of business we proudly...

serve to our communities. In regards to the lease agreement, in order to have delivered the bed, we would have needed to have a signed agreement from you that states the terms and conditions of any loan that was offered. We train our staff to go over this agreement with our guests so they are clear on all conditions. If they did not we certainly are sorry. With that said, it is always recommended that the consumer read over any financial agreement. Fortunately, we do have our 120 day happiness guarantees which gives you the option to return the product for a full refund minus our re-stocking and delivery fees which is a total of $149. We will go ahead and reach out to the sales field to gather more information on your complaint. Regards, Mattress Firm Customer Care

Case # [redacted]A Customer Relations Representative contacted Ms. [redacted] on December 29, 2016 to address her concerns. Ms. [redacted] expressed her dissatisfaction with the run around she received for three days in order for Mattress Firm to replace her  damaged box spring. To obtain customer satisfaction we have offered to refund $100.00, plus tax, off the price of her order. Ms. [redacted] has accepted the offer. The refund check will be mailed within 7 to 10 business days. We are happy to report the complaint has been resolved. Should you require additional assistance please feel free to contact Kuina C[redacted] at (516)-861-7503 or [redacted].

Hello Ms. [redacted],Thank you for sharing your concern with us. We are very sorry to hear about your insect infestation. Your concern is important to us. Bed bugs are a very unique pest as many folks assume by their name the only way an infestation can take place is through your sleep set. What many...

people don't understand is that numerous, well document bed bug infestations have come from many things ranging from a hotel stay/ Travel, visiting another infested home, a [redacted] ride, visiting your local movie theatre, coffee shop, neighbors with conjoining walls, indoor pets amongst many other ways these bugs can enter your home. The reason these bugs live mostly in a bedroom is because they will set their nest up somewhere close to a living host. Where better to have an unknowing host for 6-8 hours in the dark everyday? A bedroom. We send a professional company like [redacted] to inspect the home in hopes of determining where the infestation may have started. This is an extremely difficult job as all the aforementioned factors make it extremely difficult to pin point one thing. Our company takes an extreme amount of precautions in these cases. Any signs of infestations in a guests home we will not enter or complete a delivery. Our Distribution centers and trucks receive monthly precautionary service from a pest control. Experts in the field have assured us that it is impossible for a bed bug to live in one of our distribution centers or trucks as a bed bug could not survive without living hosts. In addition, all the product you received was brand new in it's original factory wrapped plastic. We again apologize for the stress the situation is causing you and your family.
After reviewing your case further with the agent you originally spoke with it was determined our company was not allowed ample time to obtain an inspection report which may or may not have helped us determine the source of infestation. Without this we certainly can't determine the next course of action. Our guidelines for an investigation were communicated clearly to the [redacted]'s and unfortunately they refused to provide us the time, or resources to help. Thank you,

Dear Mr. [redacted], Thank you for sharing your concern with us. We are very sorry to hear our recommendations have caused you much stress. We do highly recommend that you sleep on a new sleep set at least 30 days before making a decision on whether or not this will be the sleep set you have the...

next 8-10 years. The primary reason we ask this of our guests is that there is an adaptation period to a new mattress. Our bodies are very sensitive and in great need of comfort and support. For many folks they've already been sleeping on a set that is painful or hurts their back or hips which is why they come see us. Some folks can sleep on a new set and love it from day one, but most of us take an adjustment period where we have to allow the new mattress to "un-do" all the discomfort and pain our old mattress had caused us. Please understand this 30 day recommendation is a proven method but is simply a suggestion we hold true to in order to continue to have happy customers. If you simply cannot make it this long, we are here to help. 866-942-3551.

Case # [redacted] On January 27, 2017, a Customer Relations representative reached out to Ms. [redacted] Mattress Professional regarding the price match on her [redacted] merchandise. The Mattress Professional advised me that the customer has opted to return her entire order for a full refund, fees were waived, the removal pf the merchandise will be completed on January 30th, 2017, and the funds will go back to the original form of payment. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Karen [redacted] at (516) 861[redacted]or [redacted]

Sent: Friday, [redacted] 05, 2014 4:10 AM
To: [redacted]
Subject: Case #[redacted]
To Whom it May Concern: Regarding Case #[redacted], I was finally able to get Mattress Firm to reimburse me for the $149.00 return fee and the original mattress cost, HOWEVER - the credits have not been applied to my...

credit cards yet. Can your company check and see what the hold up is?
I find it strange that this company will take your money in-store but cannot return it immediately to your credit card in-store. The defective mattress was returned on [redacted] 20.
Please advise. Thank you. [redacted], [redacted]

On May 12, 2017, a Customer Relations Representative contacted Mr. Barton regarding his order. Upon delivery, he received the incorrect merchandise; his sales order reflects two twin extra-long mattresses and adjustable bases. Mr. Barton contacted his Mattress Professional and he was to receive...

two california twin extra-long mattresses and adjustable bases. The Mattress Professional advised Mr. Barton we are unable to order these products. A pick up and refund has been offered, and he accepted. Mr. Barton’s stipulation is for him to receive his new merchandise and Mattress Firm will remove ours and the full refund will be processed back to the original form of payment.  He will follow up with the store to schedule the return date.   We believe that Mr. Barton’s issue has been resolved.  Should you have any other questions, please contact K[redacted] Miller [redacted] or e-mail at [redacted]

Sent: Tuesday, June 07, 2016 2:32 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [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

Case # [redacted]Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative contacted him on March 21, 24, 25 2017 on phone number [redacted] to no avail. A detailed message was left each time. As we take these complaints very serious, we will work with Ms. [redacted] to...

ensure her complaint is resolved. Should you require additional assistance, please feel free to contact Stenio J[redacted] at (516)-861-7763 or [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  Sent: Tuesday, October 18, 2016 2:03 PMSubject: Mattress Firm Complaint  Revdex.com in regards to complaint #[redacted].This has been settled.Thank you,[redacted]

Ms. [redacted] had the box spring exchanged on December 7, 2016. We are happy to report her complaint has been resolved. If I can be of further assistance, or if you should require additional information, please do not hesitate to contact Kuina C[redacted] at (516)-861-7503 or [redacted].

Case # [redacted] On March 23, 2017, a Customer Relations Representative contacted Mr. [redacted] to no avail. A detailed message was left with a call back number. Mr. [redacted] was advised the delivery fee of $79.99, was refunded today back to the credit card on file. Should see the funds reflect in his...

account within the next few days. As we take these complaints seriously, we believe no further action is required at this time. Should you require additional assistance please feel free to contact Kuina C[redacted] at (516)-861-7503 or [redacted]

On May 15, 2017 a Customer Relations Representative contacted Mrs. Moran to address her concerns. Ms. Moran was not awarded a warranty credit on her set due to improper support; this is a condition that voids the Manufacturer’s warranty. In the pursuit of customer satisfaction, as a one-time...

accommodation, Mattress Firm stepped outside the warranty and offered a courtesy exchange of his queen size mattress and box spring under the condition that she corrects the support according to the warranty guidelines. Ms. Moran has submitted photos showing the updated support and has been granted the warranty credit. Ms. Moran will visit a store to complete her exchange.We believe no further action is required. If there are any other questions or concerns, please contact Stenio Joseph at [redacted] or S[redacted]

On April 29, 2017 a Consumer Relations Representative reached out to Mr. [redacted] to discuss the complaint filed with your agency.   Mr. [redacted] advised that his mattress that was delivered on June 26, 2016 was causing him discomfort. At this time Mr. [redacted] is no-longer eligible for our...

Sleep Happiness Guarantee that will allow him to exchange his mattress within 120 days in event he was not comfortable.  As a one-time accommodation in pursuit of customer satisfaction, Mattress Firm will allow him a in-store credit of $1499 for his mattress towards the purchase of new bedding. Mr. [redacted] has accepted our offer and will be visiting his local showroom to make his selection and will contact his representative back for the exchange to be processed. As we take these complaints very seriously, we will continue to work with Mr. [redacted] to ensure his complaint is resolved. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Stenio [redacted] at (516) 861-7763 or Stenio.[redacted]@mfrm.com.