Mattress Firm (Corporate Locations & Office)

On June 2, 2017, a Customer Relations representative contacted Mr.[redacted] to address his concerns regarding his refund. Our records show on May 24, 2017, a refund was submitted to his [redacted] finance account in the amount of $4,351.61. Mr.[redacted] advised that he received an additional refund in...

the amount of $216.49 in error; he requested to have this amount reversed as soon as possible. Mr.[redacted] was advised that he would need to visit a Mattress Firm showroom for a sale to be processed in the amount of $216.49, which will reverse the credit amount with [redacted] Finance. Mr. [redacted] will contact the Customer Relations Representative once the transaction is processed. At this time we will continue to work with Mr.[redacted] until his complaint is resolved. Should you require any additional information, please feel free to contact Karen [redacted] at (516)-861-72300 or Karen.[redacted]@mfrm.com.

[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.

Case # [redacted] A Customer Relations Representative contacted Mrs. [redacted] on April 3, 2017 to address her concerns. Mrs. [redacted] sent in the photos and the report reflects that the merchandise is not up to the manufacturer standards. Mrs. [redacted] has been advised that she has received a warranty store...

credit for the mattress $1400.00, plus tax.  Mrs. [redacted] may visit her local showroom for assistance. Since we have resolved the complaint for Mrs. [redacted] to her satisfaction, we believe no further action is required at this time. If I may be of further assistance, please contact Stenio [redacted] at (516)-861-7503 or via email at Stenio.[redacted]@mfrm.com.

Case# [redacted] A Customer Relations Representative contacted Mr. [redacted] on December 26th, 2016 to address his concerns. In review of Mr. [redacted] inspection results, it revealed that his queen size Simmons mattress and box spring is not up to the Manufacturer standards.  Therefore, Mr. [redacted] was...

offered a store credit of $1099.99 plus tax. A credit letter with details has been emailed to Mr. [redacted]. Since our recent acquisition, Mr. [redacted] was instructed to visit his local Mattress Firm store to select merchandise of equal or greater value. Since we have resolved Mr. [redacted] complaint we believe that no further action is required at this time. If I can be of any further assistance, please contact Karen [redacted] at (516)861-72303 or K[redacted]@mattress.com.

Dear [redacted]. Thank you for sharing your concern. Our records indicate that this issue has been resolved and the refund was processed on 11/21/14. 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 1-866-942-3551 if you have any further questions.

Hi Zichelle, Thank you for reaching out to us with your concern. We are unable to locate a purchase from your name or phone number. We'd really like to help intervene and help you get this resolved. Perhaps, could the order be under your boyfriends name? If so, can you please provide an order...

number or cr so we may reach out to the District Manager to contact you? Many thanks.Mattress Firm customer service

Mattress Firm customer service contacted me to apologize for inconvenience and the way store handled it. They have refunded the delivery fee as they should according to their advertisement.

Case # [redacted]On April 27, 2017, a Customer Relations Representative contacted Mrs. [redacted] to address her concerns to no avail. A detailed message was left with a call back number. After further review of Mrs. [redacted]'s account our records indicate a refund of $250.00 was processed and the...

check was mailed on April 25, 2017. Mrs. [redacted] should receive the check within the next couple of days. As we take these complaints very seriously, we believe no further action is required at this time. Should you need additional assistance please feel free to contact Kuina [redacted] at (516)-861-7503 or kuina.[redacted]@mfrm.com.

Sent: Friday, April 01, 2016 5:20 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [redacted],     According to our records you were approved for a warranty claim and you went to a local store to replace your mattress with a Lakhurst FM on 3/2/2015. Our...

warranty process typically takes up to 4-6 weeks. We are sorry for any inconvenience this may have caused you. If you have any further questions please feel free to reach out to us at [redacted].Thank you again for reaching out to us. Please feel free to contact us at [redacted].       Thank you,   [redacted], Sr.Customer Service Manager Improving Lives One Relationship at a Time MFRM Family of Brands P: 916.742.1350

[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 is accepted by me.  Delivery of headboard occurred April 25 not the 22nd as stated.  Will not use company again as they failed to attempt any communication with me in spite of stating so.

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.]
Regards,
  I contacted customer service and got contacted by area manager, my issue had been solved but complaint should be kept, employees careless actions and response were uncalled for there for consumers should be aware of the service provided by this employee to avoid him if want to receive a proper level of service.

Dear Ms. [redacted], Thank you for reaching out to us with your concern, it is important to us. We will have a Customer Care Specialist look into this for you and see what the best option we can offer you will be. Thank you for your patience regarding the matter.Regards, Mattress Firm...

Customer Care

Dear Mr. [redacted], We sincerely apologize for the negative interaction you've had with one of our stores. Your concern is very important to us, we take it very seriously for coaching purposes. Our records do indicate that you were allowed an exchange for less expensive mattress which should in...

turn lower your monthly payments. This was scheduled to take place for delivery on 4-7-16. Please let us know if this isn't satisfactory. Thanks again for reaching out to us.Mattress Firm customer service

Update: The order has been cancelled and a refund requested.

Better Business...

Bureau:
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 refund they promised has not gone through yet- no one at the Revdex.com called me to talk about this only the manager of mattress firm. once the return goes through that they promised a week and a half ago I will accept this.
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.  
As stated by the Mattress company, they did provide a refund in January of 2016. They did not address the fact that I made at lest 25 phone calls to customer service and they did NOT return any of them. They NEVER shipped the item ordered! This was the most disturbing experience I have ever had with any company. I paid IN FULL for the chair and its shipping in July of 2015 and it took nearly 6 months where promises to ship the chair were not honored and refunds to me were also delayed. I believe that without my contact to the Revdex.com I would still be waiting for a refund, I also expected interest on my payment. Thank you so very much for coming to my aid.
Regards,
  [redacted]

Greetings [redacted], Thank you for reaching out to us with your concern. The order number you provided does not match up to the name and merchandise you stated. Is it possible there could have been a number or two transposed? Regards, Mattress Firm Customer Care team

Case # 11859538On December 10, 2016, a Customer Relations Representative contacted Ms. Bozell to address her concerns regarding her warranty claim for her king size [redacted].  Ms. Bozell advised she hasn’t received any communication regarding her inspection results.  Upon...

review of her inspection report, her mattress was deemed up to Manufacturer’s standards. As a one-time accommodation for customer satisfaction, Ms. Bozell was offered store credit in the amount of $748.00 plus tax for her mattress only; she will receive a credit letter via e- mail with details. Since [redacted] Ms. Bozell was instructed to visit her local Mattress Firm store to select merchandise of equal or greater value. If the merchandise is greater, she would be responsible for the difference in price. 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 Miller at (516)-861-7230 or [email protected].

Case # [redacted] Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative looked into the account in regards to Ms. [redacted]’s refund. The invoice indicates that Ms. [redacted] was only charged for a pillow picked up at a Mattress Firm Location. In pursuit of customer...

satisfaction we will have the cost of the pillow refunded giving Ms. [redacted] the full balance of her order. The refund for $99.99 plus tax will reflect back to the original form of payment within 7-10 business days. As we take these complaints very seriously, we believe no further action is required. Should you require additional information please feel free to contact Stenio [redacted] at (516) 861-7763 or Stenio.[redacted]@mfrm.com.

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.  
I have already done this.  This has been on going for over a year now.  I was told that there was nothing that could be done on multiple occassions begining with my first complaint 90 days after purchasing the mattress.  Unless you are offering a refund and coming to get the mattress, the service and product that I received has been unexceptable. 
Regards,
[redacted]