Mattress Firm (Corporate Locations & Office)

Case # [redacted] On April 14, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns, regarding the delay of his mattress. Mr. [redacted] ordered his mattress on March 31, 2017 and was later informed that there was a delay from the manufacturer. Mr. [redacted] advised...

the mattress will be delivered through our Distribution Center, instead of [redacted]. If Mr. [redacted] should require additional assistance he will reach out to his Representative.  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) 861-7230 or Karen. [redacted]

On April 8, 2017, a Customer Relations Representative reached out to Mr. [redacted] to address his concerns. He was offered the option to complete our Sleep Happy Guarantee which would entitle him to an exchange if done within 120 days of delivery. Mr. [redacted] advised that he would visit the...

local showroom to see if he is able to locate a mattress that fits his needs and will contact us back. 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 further assistance, or if you should require additional information, please do not hesitate to contact Chanelle [redacted] at (516)-861-7174 or chanelle.[redacted]@mfrm.com.

Dear Mr. [redacted], We apologize for any inconvenience this concern may have caused you. Your concern is important to us. Our records do indicate the set was delivered on 4-3-16. We have notes that state we tried to reach you on 3-25 but you were unavailable and we didn't receive a response....

Unfortunately, we won't be able to offer a further discount on the product as you have already received a very heavy discount pricing on the product. We assure you we'll use this as a coaching opportunity with our staff. Thank you again for reaching out to us. Sincerely,Mattress Firm Customer Service

We will be more than happy to assist you with an additional warranty claim. We will not be replacing the mattress unless it goes through the warranty process and is deemed defective. Thank you. Mattress Firm Customer Care -866-942-3551

Upon receipt of this complaint filed by Ms. Corbin, a Customer Relations Representative contacted her on April 17 & 19, 2017 to no avail. A message was left for her with a call back number. As we take these complaints seriously, we will continue to work with Ms. Corbin to ensure her complaint...

is resolved. Should you have any additional questions, please feel free to contact Chanelle Rousseau at (516)-861-7174 or [email protected].

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 didn't have a problem with the action taken until I just received the mattress -- 5/10/2017 at 6:35pm . Upon delivery I started to tear off the plastic to assure its a brand new mattress. indeed it seems to be new but the mattress itself is damped/humid even tags damped. I asked the delivery guy why would the mattress be damped or humid, he checked it out and stated 'it perhaps should be because its been in the truck all day.' Which would be understandable if it the weather was perhaps 90 degrees, but instead its chilly and theres no reason why I should have another issue with mattress firm for the second time. I was told to stay with it and contact the store tomorrow... instead I contacted Ms. Chanelle [redacted] right away but got the message system, Left a message to have my call returned.  At this point I'm highly upset and should receive a full reimbursement with a new mattress for absolutely all problems caused. Work Time, effort and disappointment has been lost all for the negligence and rudeness of a sales person that wasn't honest to a customer at point of sale. 
Regards,[redacted]

[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], and find that this resolution would be satisfactory to me.

[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], and find that this resolution would be satisfactory to me.  
  They have promptly refunded my money.

Case# [redacted] Upon review of this complaint filed by Ms. [redacted], her delivery took place on March, 30, 2017. On April 1, 2017, a Customer Relations Representative contacted Ms. [redacted] to see if required additional assistance. A detailed message was left with a call back number. As we take these...

complaints very seriously, we believe no further action is required at this time. Should you require additional information please feel free to contact Kuina [redacted] at (516)-861-7503 or kuina.[redacted]@mfrm.com.

Thank you. We look forward to receiving your response and your photos.

Dear Mr. [redacted] We are very sorry to hear about the experience you've had trying to get a reimbursement from the contracted delivery service. Your concern is very important to us. Please allow us the opportunity to look into this for you and see what their plans are to get you the money...

owed. Many thanks. Mattress firm customer service

Subject: ID [redacted] On December 19, 2016, A Customer Relations Representative attempted to contact Ms. [redacted] but the number that was provided is disconnected. We are unfortunately unable to locate her in our database. We would love an opportunity to address her concerns, but would need accurate contact information. If Ms. [redacted] is still in need of assistance please have her contact us at her earliest convenience. As we take these complaints very seriously, we believe that no further action can be done at this time. Should you have any additional information please feel free to contact Chanelle R[redacted] at (516) 861-7174 or cr[redacted]@mattress.com. Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department 1000 South Oyster Bay Road, Hicksville, NY 11801 Office: +1 (516) 861-7626 Mobile: +[redacted] VG[redacted]@mattress.com

Dear Mr. [redacted], Thank you for reaching out to us with your concern. We apologize for the delivery taking longer than expected. We truly appreciate your business and hope that you are happy with your product.Many thanks, 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 proposed for my complaint, filed on 10/13/2016 and assigned ID [redacted]
Regards,

[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], and find that this resolution would be satisfactory to me.   Thank you for your reply. It's sad that we had to go thru Revdex.com to resolve this issue. Please informed your sale reps so if this happens again they know what to tell the customer. Thank you Revdex.com for your help!!

Case # [redacted] On March 31, 2017 a Customer Relations Representative contacted Mrs. [redacted] to discuss the complaint. Mrs. [redacted] has confirmed that the check has been received.  We sincerely do apologize for the delay.Should you have any further questions, please contact Stenio [redacted] at...

stenio.[redacted]@mfrm.com.

Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [redacted],   We are sorry to hear of your experience with our delivery drivers.  Per our conversation on 3/25/16, we will be sending a refund to you via check. Thank you again for reaching out to us. Please feel...

free to contact us at [redacted].

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 information provided by the company is INCORRECT.  I did NOT receive a refund nor was the issue resolved.  The charges are still showing as a balance owed which is negatively reflecting on my credit reports.Again, the INFORMATION PROVIDED BY THE COMPANY (MATTRESS FIRM) IS INCORRECT AND FALSE INFORMATION.
Regards,[redacted]04/19/16

Greetings [redacted], Thank you for sharing your concern with us. It is very important to us. We want to help you resolve the circumstance and help with the refund you stated you are owed but we cannot find your purchase information. Was the purchase made under your name and phone number? Do you...

have an SO #? Or if possible can you provide a copy of your receipt? Many thanks! Mattress Firm Customer Care

Sent: Thursday, December 29, 2016 11:09 AM Subject: ID [redacted] Upon receipt of this complaint, a Customer Relations Representative contacted Mrs. [redacted] on December 21, 2016 to discuss her issue with her [redacted] finance account. After review of our records with accounting, a refund of...

$428.48 has been submitted to her [redacted] finance account; this adjustment can take up to 2 billing cycles. A detailed message was left for Mrs. [redacted] to contact our department back with any questions regarding the refund on her finance account. She was also advised to call back in order to have us partner with [redacted] to ensure any pending invalid authorization falls off her records. We will continue to work with Mrs. [redacted] to ensure all her concerns have been resolved. Should you have any additional questions, please feel free to contact Yanique S[redacted] at (516)-861-7247 or [email protected]. Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department [redacted]