Mattress Showcase

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Please be advised that I have been with the Revdex.com in the past and am currently listedI own and operate businesses in Ohio and work in a very ethical manner and expect to receive the same as I giveAmy did in fact give factual information throughout most of here response but it is the bold face lies that make this hard to deal withFirst of all she stated that I sleep an excessive amount of time in the bedI sleep 4-per night since I was years old (run businesses) no sure where that info came fromAlso Amy stated that I sit on the edge of the bed an excessive amountHow would she know that? The fact is the bed did not support myself or my wife from day oneThis was not something we created or caused we just did not address until it got on our nervesShe DID in fact tell my wife when she called to complain "yes, we have had other complaints about the same thing and it seemed that had a disgruntled employee that put in the wrong coils!" To her credit she did offer a replacement but when it came time they also wanted a delivery chargeWhy in the world who I have to pay a second delivery charge for a defective item? Is that fair? especially wen they admitted their product was defective? We request a full refund (minus the initial delivery charge) or a replacement mattress (same one only the upgraded version with the correct coils) we will pick up

[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 is satisfactory to me Regards, [redacted]

We would be more than happy to walk the customer through the warranty process which is easier but many questions have to be asked to process claim If the customer would feel better, we can go ahead and send paperwork to them which would allow them to do this on their own Thank you

Mr *** visited my store on 02/20/with a $budget for a King mattress only The total weight that would sleep on the bed was excessive for the mattresses in his budget John and I practice everyday helping someone in need at the store, giving store money to help people into
the proper supportive bed In order to make this happen, I went to the next larger coil unit discounting by $on our end and the customer increasing his budget by $199.00..basically we split the difference He was told since he spends much time in the bed to not treat it as a couch and do excessive edge sittingI advised since they did not buy the boxsprings, they could hurt their warranty if we need to send a rep out Fast forwardto August 10thcustomer calls with claims of edge support blow out Luckily for us, we did not have to send out a representative at that time to look at the bed We had new people training on the line during the end of February so the plant gave an immediate approval for return as long as there were no soils or stains which the customer confirmed was ok There were no complaints of sabotage so I am unsure what they meant by that statement.I knew right away that we would have another problem with Mr*** edge sitting so John and I agreed to give him a new boxspring at cost and the option to upgrade to a stronger bed at cost They declined so I mentioned that I would have to write final warranty on the replacement and they agreed I then went to set up for delivery advising that there would be a $delivery charge The manufacturers do not cover the re-deliverythis is a standard practice with all manufacturers and every customer is responsible for paying The ***'s were upset, referring to my product and crap, claiming something about employee sabotage which is completely not true as supported by the above paragraph I asked that they take some time and speak with one another, that I felt confident that they would see what we had done and were trying to do Fast forwardone hour later, Mr *** called and said that he knew I had an A+ Revdex.com credit rating and he was certain that I would pay for him to go away He was wrong! John and I set additional money aside to help someone in need everyday in the store and we did just that with Mr & Mrs *** but we will not be bullied and or threatened by any customer, most certainly not one that we went to this degree to help I guess it comes down to his word against mine and we are ok with that We have right on our side and God knows we did everything to help. Side notethe manufacturer called to ask the status I advised them of the problem and once they knew about the older boxsprings and the constant edge sitting, the warranty replacement was voided We have nothing more to offer or to help the ***'s Manufacturer has voided their warranty God bless,Amy Von AltOperations Manager

We received a call and spoke only regarding the warranty with Mr*** who before receiving the warranty replacement agreed to the delivery charge and paid it days before it was delivered Please see attached for warranty explanation I then received a call the day after it was delivered
by a woman who introduced herself as his wife and immediately started yelling at me for taking advantage of him She said if I did not return the money by Wednesday afternoon, she would tell everyone she knew not to purchase from me and that she would make my life hard I advised her that we are standing by the contract and would not agree to her demands I told her we have an A+ with the Revdex.com and that she would be welcomed to go through the Revdex.com to ensure that we are practicing according to the Revdex.com criteria She said she was a business owner and she would see to it that we lost our A+ I ended the conversation wishing her the best and that was it. Amy V** *** It is common practice in the industry that mfgr's do not refund the redelivery We worked with Mr*** without him having his invoice and set up everything so that we only had to come out once Our delivery charge is $and our company does not profit by even $on warranty redeliveries

This will be our final reply with regards to this matter.  The information regarding Mr. [redacted]'s sleep habits and his edge sitting was advised by the customer and we discussed in length so I did not fabricate that info.  All the info regarding timeline, approval and then denial of warranty is stated in the original reply and lastly as someone who is a Revdex.com member..shame on him for using the words disgruntled and sabotage - that alone was the final straw for both myself and the manufacturer.  New trainee hires most certainly do not fall under disgruntled employees who would sabotage the manufacturing process and for him to make such allegations is damaging and irresponsible.  Mr. [redacted] received kindness and financial support to only bully, threaten and attempt to cause financial harm to our business if his demands were not met. There are plenty of people out there who would love the help that John and I offer and we wish to put our efforts towards that and not Mr. [redacted] any longer.God bless,Amy/Operations Manager We stand by our decision with support from the manufacturer.  Complaint will be closed on our end.

[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 is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Please be advised that I have been with the Revdex.com in the past and am currently listed. I own and operate 4 businesses in Ohio and work in a very ethical manner and expect to receive the same as I give. Amy did in fact give factual information throughout most of here response but it is the bold face lies that make this hard to deal with. First of all she stated that I sleep an excessive amount of time in the bed. I sleep 4-6 per night since I was 18 years old (run 4 businesses) no sure where that info came from. Also Amy stated that I sit on the edge of the bed an excessive  amount. How would she know that? The fact is the bed did not support myself or my wife from day one. This was not something we created or caused we just did not address until it got on our nerves. She DID in fact tell my wife when she called to complain "yes, we have had other complaints about the same thing and it seemed that had a disgruntled employee that put in the wrong coils!" To her credit she did offer a replacement but when it came time they also wanted a delivery charge. Why in the world who I have to pay a second delivery charge for a defective item? Is that fair? especially wen they admitted their product was defective? We request a full refund (minus the initial delivery charge) or a replacement mattress (same one only the upgraded version with the correct coils) we will pick up.

We would be more than happy to walk the customer through the warranty process which is easier but many questions have to be asked to process claim.  If the customer would feel better, we can go ahead and send paperwork to them which would allow them to do this on their own.  Thank you.