Mattress Overstock

Mattress Overstock can facilitate the warranty process on behalf of the manufacterer but must first be cerrtain that what she is experiencing is, in fact, a defect and not just wear or body impressions on the surface of the mattress. We do this by enlisting the services of an
independent inspection company trained in identifying specific traits of product failure. The cost for this inspection is and is non-refundable. However, should the product, in fact, be defective Mattress Overstock will deliver new product to the customers home and pick up defective product at no additional cost to the customer. If customer in this case is interested in utilizing this service she can contact the manager at the store where purchase was made and he can help her schedule the inspection and get that process started

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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 would like to thank Mattress Overstock for their quick response and apologize for it taking a couple of days for me to get back to you. My family came down with the flu last week and I did not want to take any chances on an independent inspector to come in and pick up any viruses. I understand that an inspection is critical in the determination of a defective mattress and will be available any time this week between 9am and pm. My reason for rejecting Mattress Overstock's offer is primarily for reasons:
"Delivery fee would apply"...1} My fiancée and I have already spent our first months with the WRONG mattress and one that put us through many sleepless nights and hurt bodies
2} we waited for our bodies to adjust to not only the wrong mattress but a mattress that forced us to roll into each other from the first day of purchase
3) we purchased brand new box springs to combat the rolling into the center of the bed to avoid the nightly struggle of counterbalancing (unnecessary UPsale for Mattress Overstock). Purchasing the brand new box springs did not solve the defect in the mattress
4) after months of struggle finally received a replacement mattress and within months noticed body denting which has forced me to sleep some nights at the foot of the bed nestled near my fiancees MAN feet
Mattress Overstock will replace a defective mattress with an equal product...1) Considering that I will have already gone through defective mattresses in months time; I expect that Mattress Overstock would offer an upgrade. It was never my intention to request an upgrade however it is my fear that if I get a 3rd mattress it will show early signs of wear and defect.
I did not purchase a low end mattress and felt assured with my purchase when the store manager pointed out that the company has an A+ rating with the Revdex.com. I want nothing more than to resolve this issue quickly. All I want is a mattress that is comfortable and doesn't break down due to inferior product components
Please let me know if we can work something out

There was a supply issue with the product that this customer ordered and we were not able to get the mattress in time to meet delivery date.  We still do not have this product in and a refund check has been sent for the full amount of the purchase.  I am sorry that we were not able to meet...

the expectations of the customer in this case, but it was for reasons outside of our control.  How the issue was communicated to her and the timeliness of resolution IS in our control and I will look further into what happened, and how best to ensure it never happens again.

Amy was very knowledgeable, professional, helpful, and pleasant to do business with. They have a very large selection of mattress for whatever your sleeping needs maybe. Amy helped me find the correct mattress which I love. Excellent customer service, Amy was able to arrange for delivery of the mattress the very day and time which I needed my new mattress delivered.

Thank You Amy!

I love my mattress
James

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11956225, and find that this resolution is satisfactory to me.
However, the refund promised was received 14 days late.
Sincerely,
[redacted]

The following refund check was sent to the customer and has since posted:[redacted] - $622.45  dated:2/2/17The matters is now resolved.  Thanks- [redacted]

Loose string on mattress did not indicate defective product in this case.  Seams were intact and did not unravel at all.  Excess string resulted from normal manufacturing process.  Rather than allow exchange, customer brought product back to store and then refused pickup of new mattresses.  Once I ensured returned product was at store the refund was approved.  Check will be cut this week and sent.  Customer should have refund check sometime during week of 1/1/17.

I was able to verify that the customer did not receive the mattress protector.  I will reach out to him directly and see if he would like the protector.  If not I will process the refund.

The Regional Manager of Mattress Overstock left a message on my mothers home phone on 12/13/2016.  They were at the hospital all day. We tried to return his phone call today 112/14/2016 starting around 4pm. We have tried 4 time the last being 8pm or a little after. Three of those times we got a...

voice mail that was full and the last one 6 rings then like going to voice mail but did not. His name is [redacted] and number is [redacted]. Heck just called it again while writing this. Four rings and then hello we....and goes dead.

Inspector was sent to customer's home free of charge and it was determined that mattress does qualify for warranty replacement.  Customer will work with manager of [redacted] location to find suitable replacement mattress and exchange will be scheduled free of charge.