Mattress Firm (Corporate Locations & Office)

ID [redacted]On 6/20/2017, a Customer Relations Representative reached out to Ms. [redacted] to address her concerns regarding the refund for her cancelled order. The full refund was processed today and she was emailed a confirmation. We sincerely apologize for the inconvenience.As we take these...

complaints very seriously, we believe that no further action is required at this time. If you should require additional information, please do not hesitate to contact April [redacted] at 346-718-5447 or april.[redacted]@mfrm.com.

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

helping!!  They finally called us back last night after waiting 4 days to hear from anyone.. and they are taking all the equipment back free of charge.  I appreciate the help

Hello, We do see your first warranty claim from June of 2015 and the inspection that took place. The claim was denied due to not meeting the manufacturer's warranty guideline criteria. You are more than welcome to open and start another warranty claim if you feel as though your mattress is defective. Contact the warranty department at 866-942-3551.

We are receipt of Ms. [redacted] rebuttal, but unfortunately our response will remain the same. As an accommodation, we will waive the cost for the mattress to be inspected. If the mattress is found to be defective as stated on the manufacturer’s warranty the transportation cost for the replacement will remain applicable. If Ms. [redacted] is ready for the inspection to be coordinated please have her contact us back at her earliest convenience. As we take these complaints very seriously, we believe that no further action is required at this time. If you should require additional information, please do not hesitate to contact Chanelle [redacted] at (516) 861-7174 or chanelle.[redacted]@mfrm.com.

This is false and falls on the pretense of defamation. We respectfully ask the Bureau to close this case.

On May 8, 2017, a Customer Relations Representative was able to speak with Ms. [redacted] regarding this complaint filed with your agency. Ms. [redacted] advised that she was unaware that she was purchasing and outlet mattress and it was delivered in poor condition. She was advised that her mattress was...

final sale, but as a one-time accommodation we will allow her to return her mattress for a store credit or refund. Ms. [redacted] has opted to exchange her mattress and her new selection is scheduled to be delivered on May 10, 2017. As we take these complaints very seriously, we believe no further action is required. Should you require additional information please feel free to contact Chanelle [redacted] at [redacted] or chanelle.[redacted]@mfrm.com.

[redacted] Thank you for reaching out to us with your concern. We appreciate you bringing this to our attention. We're not sure why our point of sale system charged you 8.25% sales tax vs. the 8% for [redacted]. We can assure you however that is not intentional or a fraudulent act. We...

respectfully apologize you were overcharged $7.01 and you can expect to see a refund in that amount very soon. We have a customer care specialist looking into your account to process the refund. Also, we have informed our IT department of the overcharge in your area and have confidence this will be fixed within our computer systems soon. Thank you again for your care and understanding! Regards, Mattress Firm Customer Care

Case # [redacted] On March 3, 2017, Ms. [redacted] was contacted by a Customer Relations Representative to address her concerns regarding her queen size [redacted] mattress that is sagging. In an effort to obtain customer satisfaction, Ms.[redacted] was offered store credit in the amount of $509.99,...

plus tax for her mattress only; she will receive a credit letter in the mail. Ms.[redacted]  was instructed to visit her local Mattress Firm store to select merchandise of equal or greater value. Since we have satisfactorily resolved her 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 kare.[redacted]@mfrm.com.

To: [redacted] <[redacted]> Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Mr. [redacted],   We show your refund was processed 1/19/2016.  We apologize for the inconvenience this refund has caused you. Thank you again for reaching out to us. Please...

feel free to contact us at 866-942-3551.       Thank you,   Glenn [redacted], Sr.Customer Service Manager Improving Lives One Relationship at a Time MFRM Family of Brands

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 1/6/2017 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.   I appreciate Mattress Firms offer.

Dear [redacted], We've sent your complaint to our online management team to research and review. We will be able to provide a complete response soon. Thank you for reaching out to us.

Sent: Friday, April 01, 2016 5:51 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [redacted],   [redacted] financing allows a guest to pay the mattress off interest free over the course of 90 days; however, [redacted] charges a processing fee to use their credit...

line. We apologize for any inconvenience this may have caused. Thank you again for reaching out to us. Please feel free to contact us at [redacted].  Thank you,

[redacted] Thank you for sharing your concern with us, it is important. Could you perhaps provide your order number so we may look into this case for you? You may also contact Mattress Firm's [redacted] care team at 1-877-349-6230 for assistance in exchanges. If you believe the bed to...

have a warranty defect you may reach 866-942-3551. Please let us know which way we can assist you? Regards, Mattress Firm customer care

Sent: Friday, April 01, 2016 5:47 PMSubject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [redacted],     Typically our refunds take an estimated time of 7-14 business days to refund. We have to follow specific procedures that allow our corporate office to verify that...

the product was returned and then have the accounting department send the money to the bank. According to our records this issue was resolved and a full refund was issued on 4/30/15. We are sorry for any inconvenience this may have caused. Thank you again for reaching out to us. Please feel free to contact us at [redacted].       Thank you,   Glenn Schottman, Sr.Customer Service Manager Improving Lives One Relationship at a Time MFRM Family of Brands P: 916.742.1350 C: 530.410.4241   "This electronic mail (including any attachments) may contain information that is privileged, confidential, and/or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic mail or its contents (including any attachments) by persons other than the intended recipient(s) is strictly prohibited. If you have received this message in error, please notify us immediately by reply email so that we may correct our internal records. Please then delete the original message (including any attachments) in its entirety. Thank you."

Case # [redacted] We are happy to report that Mr. [redacted]’s complaint has been resolved. Our records indicate his order has been canceled and a refund was submitted to his [redacted] ending in [redacted] on December 19, 2016.  We sincerely do apologize for the delay. 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] On February 19, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns regarding his sagging mattress. Mr. [redacted] was advised that the company no longer does business with [redacted], they handle their own warranty claims. Mr. [redacted] then stated it...

was a comfort issue. Mr. [redacted] was offered a option of e-mailing  his Customer Relations Representative photos of the mattress, box and also the support, we have not received any photos as of yet, once photos are received I will review them to see how we can best assist the customer. We will continue to work with Mrs. [redacted] until we have resolved the complaint; we believe no further action is required at this time. If I may be of further assistance, please contact Karen [redacted] at (516)-861-7230 or via email at karen.[redacted]@mfrm.com.

Dear Mrs. [redacted], Thank you for sharing your concern. Our records indicate that this issue has been resolved and the refund was processed on 6-4-15. 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.

Case# [redacted] Upon receipt of the complaint filed by Ms. [redacted] a Customer Relations Representative contacted her on March 30, 2017, to no avail. Our records show a refund has been submitted to the original form of payment in the amount of $280.78, on March 20, 2017. If Ms. [redacted] has any...

questions, she can contact her Representative at her earliest convenience. At this time we believe no further action is required. Should you require any additional information, please feel free to contact Chanelle [redacted] at (516)-861-7174 or chanelle.[redacted]@mfrm.com.

Dear Ms. [redacted], Thank you for reaching out to us with your concern. We are sorry to hear that you are unhappy with our policies. We do ask you try out the mattress for 30 days to allow your body a chance to get used to your new sleep system. That however, is only a recommendation and if you...

insist to exchange or return it we can make an exception. We cannot, however, make an exception on the return/pick up fee. These fees are clearly stated in the paperwork we give to our guests as well as online and in the store's advertising. If you would like to take advantage of the exchange policy please contact the store you purchased from. Thank you. Mattress Firm customer service