Mattress Firm (Corporate Locations & Office)

Dear Ms. [redacted], Thank you for reaching out to us with your concern, it is important to us. Please allow us a little bit of time to get in touch with the Sales leadership team to research your claim and provide an answer to this claim. Many thanks. Mattress Firm Customer Care

Hello, We certainly aren't trying to bully anybody. We just wanted to state the fact the inspector is paid to take measurements, photos and report the facts. We do not pay them off to tell lies or to stay in business (our guests actually pay the inspection fee). We are actually rooting for the guest and are your biggest advocate. We employ a warranty department to assist our guests the best we can with the manufacturer's warranty, which is there warranty not ours. We feel this is a much better way of doing business versus selling a product and  sending them to the manufacturer for any problems. We want to let you know, although you may not think so, you are a valued guest and we are here to assist you with your warranty claim. Regards,

Case# [redacted] On January 23, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her warranty concerns.  As an accommodation, Mattress Firm went-out of its established policies and offered Ms. [redacted] to return her mattress for a complete refund. Ms. [redacted] accepted...

the offer and the return will be completed on January 27, 2017.  She is aware a refund of $583.00 will be sent via check to her address on file.           We believe that Ms. [redacted]’s complaint has been resolved at this time.  Should you have any other questions, please contact Karen M[redacted] (516)861-7174 or e-mail at [email protected].

Upon receipt of this complaint filed by Ms. [redacted] a Customer Relations Representative contacted her on February 25 & 27 and March 1, 2017 on phone number [redacted] to no avail. A detailed message was left on both numbers. The Representative also sent an email to [redacted] 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 Chanelle R[redacted] at (516)-861-7174 or [redacted]. Tell us why here...

Case # [redacted]  On March 18, 2017, Mr. [redacted] was contacted by a Customer Relations Representative to address his concerns regarding the warranty claim. Mr. [redacted]’s queen size [redacted] box spring is defective. He was offered a store credit in the amount of $90.00 plus tax for his...

box spring. A warranty credit letter was e-mailed to him and he was instructed to visit his  local Mattress Firm store to select merchandise of equal or greater value upon receipt.  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 M[redacted]

Hello, Below is the invoice that was purchased, financed paid and signed for. It shows the discounted rate for being a floor model. This would have been reviewed with you at the time you agreed to purchase as well as when it was delivered and set up in your home. Also, our delivery team has our guests sign a manifest stating they received the product. The chairs do have a warranty, as you stated it doesn't work. There is a phone number on your owner's manual to call for assistance with the chair warranty.

This request has been honored.

Case# [redacted] Upon receipt of the complaint filed by Mr. [redacted], a Customer Relations Representative contacted him to address his warranty concerns. Mr. [redacted] advised that he purchased a mattress set at a Mattress World location in “2014” that is currently sagging.  Since this is a potential...

warranty issue proof of purchase is needed in order to file a warranty claim. Mr. [redacted] stated that he is unable to locate his invoice. He was advised that we are unable to file a warranty claim without proof of purchase, but will be happy to offer a Corporate Discount on his purchase of a new mattress set. If Mr. [redacted] accepts our offer he can contact us back for further assistance. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Stenio [redacted] at (516) 861-7174 or [email protected].

Sent: Tuesday, December 27, 2016 10:49 AMSubject: ID [redacted] Case# [redacted] On December 20, 2016, a Consumer Relations Representative contacted Mr. [redacted] to address his warranty concerns. He was advised his mattress met the manufacturer’s standards and was ineligible for a warranty replacement. In...

pursuit of customer satisfaction and as a one-time accommodation, Mr. [redacted] was offered a store credit of $1090 plus tax for his mattress; this credit can be applied towards the purchase of new bedding and will be available until January 20, 2016. Mr. [redacted] may visit his 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.     Vanessa [redacted]

Sent: Thursday, December 29, 2016 10:06 AM Subject: ID [redacted] A Customer Relations Representative contacted Ms. [redacted] and left a detailed voice message in regards to the claim filed. Since customer satisfaction is our number goal, Mattress Firm has taken into consideration Ms. [redacted] discomfort. Mattress Firm will offer to have the disposal fee refunded in form of a check.  In order to fulfill this offer, Ms. [redacted] will need to contact the representative below to redeem. As we do take these complaints very serious, we will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance please contact Stenio J[redacted] at (516)-861-7763 or sj[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

A Customer Relations Representative contacted Mrs. [redacted] on April 21, 20167 to address her concerns. Mrs. [redacted] advised her queen size [redacted] mattress is defective. Since this is what would be a potential warranty claim, we arranged for [redacted] to contact Mrs. [redacted] to complete the inspection....

We will continue to work with Mrs. [redacted] to ensure her complaint is resolved. If I can be of any further assistance please do not hesitate 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.  
The case is not resolved at this time. I emailed the respondent back today with information and requests and am awaiting the response. 
Regards,

Dear [redacted] Thank you for sharing your concern with us. The Mattress Firm customer care team would love to help you with your warranty claim. We are unable to locate your purchase invoice with the name and information provided. Would you be able to provide us a copy so we may assist further?...

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 12/13/2016 and assigned ID [redacted].
Regards,
From: [redacted] Sent: Friday, March 17, 2017 12:09 PM Subject: Re: Complaint ID [redacted]   It was resolved thank you. [redacted]

Sent: Wednesday, December 28, 2016 9:17 AM Subject: ID [redacted]   Hi, Please upload our response to ID [redacted]. Thank you Case# [redacted] A Customer Relations Representative contacted customer [redacted] was contacted by 9/13/2016 to address their concerns. The Customer was offered a...

pick-up and refund of their merchandise; which was accepted. The return took place on 11/29/2016 and the refund was processed on 12/5/2016. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Yanique [redacted] at 516-861-7247 or y[redacted]@mattress.com.     Vanessa [redacted] Customer Care Manager |Customer Care Operations Department 1000 South Oyster Bay Road, Hicksville, NY 11801 Office: +1 (516) 861-7626 Mobile: [redacted]@mattress.com

Thank you for your response. We have reached out the sales leadership in your area to help us address this complaint. Many thanks for your patience in this matter. Regards, Mattress Firm Customer Care