Mattress & More

Better Business Bureau: 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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

[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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***

Mr [redacted] purchased the mattress and [redacted] mattress pad from Bedding IncdbaMattress & More, however the warranty for the mattress pad protector was between [redacted] and Mr [redacted] We as a company want our customers to have a positive successful experience everytime they make a purchase from us so we had our Customer Service Representative contact [redacted] as an attempt to try to assist Mr [redacted] The [redacted] Representative told our Representative that she had personally talked to Mr [redacted] She stated that Mr [redacted] refused to comply with the standard warranty criteria requestsMr [redacted] refused to tell her what substance was on the mattress protector or how long the substance had been thereMr [redacted] also refused to submit pictures of the staining and the law label which are both required pieces of information to complete the warranty processDue to Mr [redacted] ’s refusal to provide the required information to process his warranty claim with [redacted] ***, [redacted] is currently unable to file this claim

I ordered a six piece sectional couch from [redacted] at Mattress & More in New Richmond, WI and [redacted] gave me the BEST price out there!!! The product was as expected and I'm very pleasedPleased with the product and the customer serviceIf you need a mattress, couch, or any other dinning materialsCall ***! This review will save you time!!!

Revdex.com: I just spoke with ***She is contacting the manufacturer, and is going to look for the replacement option of the same mattress, or one slightly cheaper (per my request) for me Upon replacement, I will consider this a positive resolutionThank you for your help, and thank you to [redacted] as well Sincerely, [redacted]

Mattress and More acts as an mediator between the customer and the manufacturer to assist when a warranty issues should ariseThe manufacture will replace, at its sole discretion, the defective product in a reasonable period of time within the United States exclusive of transportation and inspection costsThe Manufacture reserves the right to replace the failed product with a product of equal or higher value, and does not guarantee an exact match to the customer's current sleep set The Limited Warranty is only valid for the original purchaser of the mattress and foundation set, and only covers manufacturing defects in a mattress or foundation Replacement of one piece in the set DOES NOT guarantee replacement of the other piece in the set Transportation, handling fees, processing fees, and inspection costs are not covered under the manufacturers warranty and are the responsibility of the original purchaserOur Customer Service Department spoke with Ms [redacted] and has switched out her mattress following the manufacturers warranty guidelinesThe mattress was replaced with a product the manufacturer, [redacted] deemed of equal value to the original mattressThe customer appeared to be satisfied with this solution to the problem with her mattress

We are sorry for the problem Obviously, our employees did not handle the situation properly and the sale was discounted beyond our policy But, since it happened, we certainly wanted to honor the price That was done and I believe the complaint is satisfied

Customer told our [redacted] Store Manager that she wanted to upgrade $to a Consecutive Firm Pillow Top MattressWe have agreed to waive the $delivery fee and last week customer notified us she would get back to our [redacted] Store Manager about her decision with regard to exchanging her mattressOur [redacted] Store Manager contacted her and left a voicemail trying to resolve the situation and customer has yet to contact him back to determine a resolutionWe are waiting for customer to contact us and let us know what she has decidedWe want our customers to be happy with their purchases and have been making every attempt possible to try to accommodate this customer but cannot do anything if she refuses to communicate with us

Our Customer Service Manager [redacted] contacted the manufacturer as well as the customer and the manufacturer will be issuing the customer a full refund

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 Although I did not get an apology, the store did deliver a new base and exchange it for the incorrect one At this point I am satisfiedRegards, [redacted]

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 will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] I spoke with Mr [redacted] this morning and he has kindly promised to waive the fee Mr [redacted] informed me that he would be contacting the service department and informing them of the waived fee and they would be calling to set up a time to exchange mattresses Mr [redacted] Thank You!!

Our district manager *** *** contacted Mr*** today and presented several options to resolve the dissatisfaction with his mattressMr*** told *** *** that he needed to talk to his *** about which option best fit their needsMr*** is to contact Mrs*** after he has
spoken with his ***This complaint is in the process of being resolved

Mattress & more apologized for the misunderstanding and has agreed to exchange the adjustable base for the customerWe understand that the customer is very satisfied with our solution to the problem

We are very sorry that this customer was unsatisfied with his purchase with Mattress & MoreWe have fully refunded the customer for his purchase and apologize for the unclear information provided by our staffWe strive to provide all of our customers with excellent service and
information

Mattress & More has attempted to accommodate Ms*** in every way possible even at the expense of jeopardizing our delivery drivers’ safety so Ms*** could receive her bedding at a time that was most convenient for herMs*** primary complaint surrounded the cancellation of initial
delivery date due to inclement weather which was out of Mattress & More’s controlOn Feb 17, *** Ms*** was scheduled for delivery but due to snow, dropping temperatures and ice her initial delivery had to be rescheduled because it was unsafe for our drivers to deliver due to bad weather and unsafe road conditions in her areaAs an attempt to accommodate Ms*** Mattress & More scheduled an afterhours delivery on February 20, *** at a time when Ms*** would be home from workDue to hazardous conditions and the inability for the delivery truck to navigate the roads safely, Ms***’ second delivery attempt was also cancelledOur District Manager contacted Ms*** offering her free delivery and a free set of sheets to compensate for her delayed deliveries which were both turned down by Ms***Mattress & More apologizes for the inconvenience the unexpected inclement weather has caused its customers including Ms***For that reason we have issued Ms*** a full refund of her money

An exchange has been scheduled to satisfy this complaintI understand that the customer is satisfied with this course of actionThe fee was waivedThank you for bringing this matter to our attention

Mr*** re-visited our Mattress & More store and re-selected a new mattress to exchange at no additional delivery or early exchange fee on January 7, He set up delivery for January 14, and called to cancel delivery on January 13, Mr*** stated he would be on vacation until January 25, January 25, Mr*** told us he would contact us after January 25, when he returned from his vacation to set a delivery dateWe have done everything we could to accommodate this customer and the only reason he has not received his merchandise is due to his own cancellation of deliveryWe are waiting for Mr*** to contact us and schedule delivery of merchandise

Our Customer Service Department is contacting Ms*** to discuss her complaint in attempts of reaching a solution that she is satisfied with

Customer *** *** purchased a *** Mattress and adjustable power base and called back after delivery and wanted to return the bed*** *** said her husband did not like the mattress and wanted to return it for full refund The store explained to her that we could not return the
bed once it had been delivered Customer got angry and threatened to issue a credit card dispute for the payment issued since we could not refund her money We offered the customer a comfort guarantee upgrade on the mattress (even though the bed she purchased did not qualify for comfort guarantee) Customer came back to the store, looked at *** higher priced mattress that we offered a substantial discount and the customer refused to pay the difference in the upgrade, Store manager offered the customer weeks to try the mattress that was delivered and if she was not happy with it she could come back to re-select under the comfort guarantee policyIn the store customer said again that she wanted a refund and stated she would dispute the charge on her credit card and file a Better Business letter to get a refund Store manger restated that we would honor a comfort trial on the current mattress that was delivered to her home, offering to waive a re-delivery fee to help satisfy the customerWe are waiting to hear back from the customer if she is willing to re-select under the comfort guarantee or keep the current mattress purchased

We are very sorry to hear that you have had so many issues with your new mattress setWe at Mattress & More try very hard to ensure that all of our customers are satisfied with their purchasesThe President of the Company *** *** or District Manager *** *** should be contacting you today
concerning your mattress exchange to address any issues and correct any mishandlings on our partWe again are very sorry for your unfortunate experience and will do everything we can to fix the situation