Mattress Mart Zanesville

I received your (Revdex.com) call on 1-4-18The customer bought Sealy Sleep Set 8-5-I delivered on 8-7-Received letter from the customer in early December about the complaint Inspected at customers home on 12-8-I inspected frame-boxspring-mattress coils-side supports and paddingAll tested okPadding had slight (less than ½”) body impression at hip and shoulder areaI went over the process with the customer and explained that body impression had to be greater than ½” to be considered a defect by the factoryShe should rotate 3-times per year for even wearHer complaint to me at that time was not about comfort or support, she was concerned her mother would call her a bad housekeeper if the bed did not look flat and even when she visited on the 22nd.A $Queen Pillowtop Set at months old with a slight body impression, I should have said “I’m Sorry, the warranty does not cover your issue” and leftBut I let her talk me into giving her a flat mattress insteadI told her she would not be happy with the feel, she said if not she will put an extra topper on it, but it needs to look even.I delivered a medium firm mattress to her on 12-19-(FREE)She called the next day, my daughter told her she would need to speak with me and I would be in after 3pmWhen I got to the store, I called the customer, No answer, and little later she walked inSaid she could not sleep on a hard mattress (I had told her so)Due to her original not being defective, I would not let her pick a 3rd mattressShe could have the pillowtop back or keep the medium firmShe chose to take the pillowtop backShe wanted it now, to sleep on tonight, she could not sleep on the firm one at allI let her take it with her (NO DEPOSIT- NO FEE)She would then have both mattresses at her homeShe said she would return the firm on tomorrowWhich she didIn Summary- I delivered to her the mattress she chose, months later upon complaint-I went to her home to inspect the mattressI explained the warranty process and showed her the results, and then made an exception to our Policy (Against my better judgment and to my regret) which did not work outShe requires the soft top padding, and it is doing what it suppose to doIt’s not defectiveIt has a 10-year warranty against defects, so if it should later become defective she will have recourse

hi, I was wondering if the mattress mart is going to do anything or not, he says there is a 10 year warranty on the mattress, if he is not willing to do anything now, you know he isn't going to do anything down the road, he said turn the mattress 3 or 4 times a day, he knows my husband is 76 years old, I will still have the same bed skirt on 20 years from now. I have pic's if that will help, he says I wanted a pretty bed for my mother, I thought every one wanted a pretty bed, I take proud in my house, he says we only paid 699. for the mattress, what did we expect, well I don't know where he gets his money, but that's a lot to me, he had the bed marked down from 899. I should have known, please help me, thanks for your kindness

I received your (Revdex.com) call on 1-4-18The customer bought Sealy Sleep Set 8-5-17. I delivered on 8-7-17. Received letter from the customer in early December about the complaint.  Inspected at customers home on 12-8-17. I inspected frame-boxspring-mattress coils-side supports and padding. All...

tested ok. Padding had slight (less than ½”) body impression at hip and shoulder area. I went over the process with the customer and explained that body impression had to be greater than 1 ½” to be considered a defect by the factory. She should rotate 3-4 times per year for even wear. Her complaint to me at that time was not about comfort or support, she was concerned her mother would call her a bad housekeeper if the bed did not look flat and even when she visited on the 22nd.A $699 Queen Pillowtop Set at 4 months old with a slight body impression, I should have said “I’m Sorry,  the warranty does not cover your issue” and left. But I let her talk me into giving her a flat mattress instead. I told her she would not be happy with the feel, she said if not she will put an extra topper on it, but it needs to look even.I delivered a medium firm mattress to her on 12-19-17 (FREE). She called the next day, my daughter told her she would need to speak with me and I would be in after 3pm. When I got to the store, I called the customer, No answer, and little later she walked in. Said she could not sleep on a hard mattress (I had told her so). Due to her original not being defective, I would not let her pick a 3rd mattress. She could have the pillowtop back or keep the medium firm. She chose to take the pillowtop back. She wanted it now, to sleep on tonight, she could not sleep on the firm one at all. I let her take it with her (NO DEPOSIT- NO FEE). She would then have both mattresses at her home. She said she would return the firm on tomorrow. Which she did. In Summary- I delivered to her the mattress she chose, 4 months later upon complaint-I went to her home to inspect the mattress. I explained the warranty process and showed her the results, and then made an exception to our Policy (Against my better judgment and to my regret) which did not work out. She requires the soft top padding, and it is doing what it suppose to do. It’s not defective. It has a 10-year warranty against defects, so if it should later become defective she will have recourse.