Mattress & More

Revdex.com:
I have reviewed the response made by the business in reference to [redacted] and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]
Regards,
[redacted]   they are a horrible company should have googled them first 1000s of horror stories never deal with them again

Per [redacted] the bed has been delivered and the issue is resolved.

We at Mattress & More are very sorry this customer was not satisfied with their purchase. The customer's bedding was warrantied with a 30 night comfort exchange which basically allowed the customer to exchange the mattress if he/she did not like the feel after sleeping on the mattress minimum of...

30 days. The 30 day period is an adequate adjustment period to break in a new mattress and allow the customer time for his or her body to adjust to the change in bedding. This customer did not want to keep the mattress for 30 days so we allowed them to exchange the mattress after 1 week of purchase waiving all fees attached with the early exchange. The customer appeared satisfied with this solution and appears happy with their new mattress.

[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]

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]

[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]

Our Manager [redacted] Mattress & More has contacted the customer and was trying to set up a time to meet with the customer personally apologize and assist in customer re-selecting a new mattress. The customer stated that they would come into the store this week to speak...

with [redacted] and try to resolve the situation. We will do everything we can to provide a quality product that the customer will be happy with.

Mr. [redacted] purchased the mattress and [redacted] mattress pad from Bedding Inc. dba. Mattress & 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 requests. Mr. [redacted] refused to tell her what substance was on the mattress protector or how long the substance had been there. Mr. [redacted] also refused to submit pictures of the staining and the law label which are both required pieces of information to complete the warranty process. Due 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.

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]

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.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] none of this resolves the initial complaint.  Also I have not received a new mattress so therefore I am not satisfied with it either.  I also have had no contact from anyone to repair or replace the damages that were done during the initial delivery.

We were very sorry that the customer was unhappy with her mattress and refunded the customer her money and picked up the mattress at the convenience of the customer.

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 60.00 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!!

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 pleased. Pleased with the product and the customer service. If you need a mattress, couch, or any other dinning materials. Call [redacted]! This review will save you time!!!

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 just spoke with [redacted]. 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 resolution. Thank 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 arise. The manufacture will replace, at its sole discretion, the defective product in a reasonable period of time within the 50 United States...

exclusive of transportation and inspection costs. The 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 purchaser. Our Customer Service Department spoke with Ms. [redacted] and has switched out her mattress following the manufacturers warranty guidelines. The mattress was replaced with a product the manufacturer, [redacted] deemed of equal value to the original mattress. The customer appeared to be satisfied with this solution to the problem with her mattress.

Customer told our [redacted] Store Manager that she wanted to upgrade $200.00 to a Consecutive Firm Pillow Top Mattress. We have agreed to waive the $60.00 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 mattress. Our [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 resolution. We are waiting for customer to contact us and let us know what she has decided. We 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.

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.  For your reference, details of the offer I reviewed appear below.
In your 6/17/15 communication, you forwarded a response from Mattress and More (M&M).  M&M's response to Revdex.com says that you can see in M&M's ad that the mattress that comes with the power base is a gel foam memory mattress and is  the Sealy Ironbridge, not the Sealy Bridgemont.  M&M said that I was misinformed by an inexperienced salesman and that M&M has sent me an offer of the Ironbridge plus some pillows for my trouble.
The  mattress shown in the ad picture looks more like a Sealy Posturpedic (a higher line of mattress) than the Ironbridge, which according to M&M's website description is an innerspring mattress with some memory foam, which is not the same as a  gel memory foam mattress.  Also, M&M's ad states that photos may not match the product in the store.
I was told that the mattress with the power base was the Bridgemont by salesmen at two different stores.  While one may have been inexperienced, the other seemed very experienced.
I did receive an email from M&M (attached--I hope) which may have been intended to convey an offer.  However, there was no text in the message area.  The text was all on the subject line and, probably due to space limitations, was lost.  There was enough text to indicate they were offering the Ironbridge.   M&M's web site shows, for Queen size, the Bridgemont  sells for $239 and the Ironbridge for $324.  I did not follow up on the incomplete email because I had no more interest in a $324 mattress than a $239 one when I was looking for a $1,000 mattress.  At this point, I have no further interest in any mattress from M&M.
I still consider my complaint about their advertisement to be valid and unresolved.  M&M's response to you does not address how a $799 power base and a $324 mattress add up to a regular price  of $1,799.  I believe Revdex.com should pursue the matter because of its responsibility to stand behind the ratings Revdex.com give its members.
 
Regards,
[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.  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 satisfied.
Regards,
[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]