Mattress Firm (Corporate Locations & Office)

Case# [redacted] On December 8, 2016 a Consumer Relations Representative contacted Ms. [redacted] to address her warranty concerns. She was advised her mattress met the manufacturer’s standards and was ineligible for a warranty replacement. In pursuit of customer satisfaction and as a one-time...

accommodation, Ms. [redacted] was offered a partial store credit of $1,400.00 plus tax for her mattress; this credit can be applied towards the purchase of new bedding and will be available for 30 days. Ms. [redacted] may visit her local showroom for assistance. 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.

Upon receipt of this complaint filed by Mr. [redacted], a Customer Relations Representative contacted him regarding his headboard. He was scheduled for delivery for April 22, 2017. After reviewing his account, there seems to have been a computer glitch that caused a delay in processing his order for...

the Headboard. We sincerely apologize for any inconvenience the delivery delay has caused. If Mr. [redacted] should have any further questions he can contact his representative for further assistance. As we take these complaints very seriously, we believe no further action is required at this time. If I can be of any 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.

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: Wednesday, April 19, 2017 10:11 AMSubject: Complaint [redacted]The response from Mattress Firm says that I was refunded $1400 plus taxes. This is not true. I was only given a $1400 credit. I have not been refunded the $140.00 in taxesSent from my [redacted]

Case # [redacted]On January 25, 2017, a Consumer Relations Representative contacted Ms. [redacted] to address her concerns.  Ms. [redacted] advised she is having a problem with submitted the photos to the Mattress Marshalls website. The Representative advised Ms. [redacted] to email the photos of the...

merchandise. Upon receipt of photos, it has been determined the mattress and box spring is not up to the manufacturers standards. Therefore, Ms. [redacted] was offered a store credit of $549.00, plus tax. Ms. [redacted] has accepted the order and will visit her local Mattress Firm store to process her exchange. 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 Kuina [redacted] at (516) 861-7503 or k[redacted]@mattress.com.

Sent: Tuesday, June 07, 2016 1:45 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [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

Sent: Tuesday, June 07, 2016 1:07 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

Dear Mr. [redacted], Thank you for reaching out to us with your concern, it is important to us. Unfortunately, we do not offer a refund on the inspection kit. If your product is defective we will arrange the exchange of that product but it states in your manufacturer's warranty card that any...

"transportation" or "inspection" fees are not covered. We assist with our guests warranty claims with the manufacturer as a courtesy but don't refund the inspection fee. We wish you the best with the results of your inspection.  Regards,Mattress Firm Customer Care

Case# [redacted]A Customer Relations Representative contacted Mr. [redacted] to discuss his refund. Due to his credit card account being closed, we will have a check mailed to the address he verified upon request. We will continue to work with Mr. [redacted] to have his issue resolved. If there is any further questions or concern contact Yanique S[redacted] at 516-861-7247 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.]
Regards,
  What Ms. [redacted] fails to mention is that she called and spoke to my wife on 1-6, stating she had spoken to me the day before and I advised she needed to speak to my wife.  I guess she thinks my wife is stupid and doesn't even know what goes on in her own home.  She spoke to me on 1-2.  Why did she have to lie?  She is in New York, not even in Texas where the complaint was filed, and when she calls, the caller ID comes up "Invalid Phone Number" with number [redacted].  Why is Mattress Firm not handling their own complaints and using some second rate company in New York?  If this was the 1st mattress we had this kind of problem with, I might understand, but it is the 3rd one.  The 2nd mattress was a [redacted] which I was told had this defect with that brand, which is owned by [redacted].  [redacted] is the brand on the 3rd mattress we have which is doing the same thing the other 2 mattress's did.  This tends to make one think that Mattress Firm sells defective products they don't stand behind.  To offer me $900 credit towards another defective product is an insult, and tells me what kind of company Mattress Firm really is.

We are more than happy to assist you with proceeding in the warranty process. Next steps will be an in home inspection and based on the finding of that 3rd party company will dictate if the bed is indeed defective or not.

Thank you for your response. The entire complaint and responses are all logged and accessible to the public. We are again sorry for the inconvenience this situation has caused you as this is not indicative to the business we pride ourselves on conducting. We respectfully ask the Revdex.com to close the case. Many thanks. Mattress Firm Customer Care

Hello,
We will have a customer service representative reach out to you soon to set the inspection. We will waive the $25 inspection fee as a courtesy to you. We are unable to waive any delivery/transportation fees if the mattress is found to be defective. This is noted in the warranty card that both fees are not covered under your manufacturer's warranty. Thank you.
Regards,

Sent: Tuesday, June 07, 2016 2:31 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

Sent: Tuesday, June 07, 2016 1:37 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] On March 25, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns. Mr. [redacted] requested to have his queen size mattress removed from home because he felt the incorrect mattress was delivered. Mr. [redacted] was offered the option of an exchange or a...

return.  Mr. [redacted] opted to return the bedding for a refund; all fees associated with this transaction have been waived as one-time accommodation. The return was scheduled on March 25, 2017; a refund will be processed back to the original form of payment thereafter. As we take these complaints seriously, we believe no further action is required. Should you require further information please feel free to contact Karen M[redacted] at (516) 861-7230 or [email protected].

Case #: [redacted]On December 9, 2016, a Customer Relations Representative reached out to Mr. [redacted] to address his concerns regarding his [redacted] Finance account. Mr. [redacted] stated that the correct address information was not properly submitted. Mr. [redacted] was advised the address provided to [redacted]...

was the same information that was provided for the delivery of the merchandise.  In the pursuit of Customer Satisfaction, we have advised Mr. [redacted] we can assist him with an exchange which is requested in his complaint. Mr. [redacted] has been instructed to visit the nearest Mattress Firm location to make a selection and contact the assisting Customer Relations Representative directly. If you should need any further assistance, please contact Stenio [redacted] (516)861-7763 or s[redacted]@mattress.com.

[redacted]
 Thank you for sharing your concern with us. Our records indicate a cancellation was submitted as it usually takes 7-10 business days to receive a refund from our TX office. If you still have not received a check after this time please contact our customer care team...

at 866-942-3551 and we can provide further assistance. Many thanks. Mattress Firm Customer Care

Sent: Tuesday, June 07, 2016 1:43 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [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

Sent: Tuesday, June 07, 2016 1:10 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [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

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 am not satisfied.  We received the wrong, defective product.  In searching I see where Mattress Firm list stores on most states.  I guess they got so big and profitable by screwing customers.  If they don't take it back, I'm stuck with a chair we don't want, and doesn't work.  We can get it too work, but why do we have to call for warranty when it was delivered defective. I believe Mattress firm needs to utilize customer service, or they will be in trouble like other companies that failed to do so.  Sears, Kmart, etc.  You will get what you deserve.  Try and get money from the CEO's when they close your doors.