Mattress Studio

Review: I purchased a mattress and boxspring bed set on May 23, 2013 from Mattress Studios. It was delivered and paid for, and after the delivery guy left, I went to check out my new bed. First thing I noticed was a hole in the top edge of the mattress, with stuffing coming out of it. I pulled the plastic off of the whole mattress and discovered holes all along the edges of the mattress with uneven and missing stitching and stuffing coming out of many of the holes and one edge of the mattress is caved in where it is missing stuffing. I called Mattress Studio immediately and told the lady what I had discovered. She apologized and asked me to send pictures so she could send them to the distributor. After a few hours, she texted me saying they were going to exchange my mattress for a new one, and that the delivery of the new one would be the next day (on May 24th). I waited all day long on the 24th and no one came or even called me so at the end of the day, I called and no one answered. I texted the phone numbers that had texted me regarding the bed and still no answer. The next day, I called multiple times, left voice messages, as well as texted them and still got no response. After the 2nd day of calling continuously, I called only a couple of times every day and each time, it either went straight to the voice message or would ring many times and then I would get the voice message. I also have texted them several times and only got 1 text message response about 2 weeks after trying to get a hold of someone, saying that they were absent from work and thought that I would have received my exchange already, so to contact the main phone number to get it squared away. So I continued to call every day and leave messages and still have not been contacted reguarding the issue. I have been trying to get a hold of someone for a month now, after being told they were going to deliver a new bed to me to exchange the defective one they originally delivered to me. I have done all I can do & don't know what else to do!

Product_Or_Service: Euro Pillowtop Queen Mattress and BoxspringDesired Settlement: DesiredSettlementID: Replacement

I would like a brand new replacement bed, with no defects, as I was promised from the beginning.If they do not want to keep their word about exchanging the bed then I would like a refund for the defective bed.

Business

Response:

Business' Initial Response

Hello, This is [redacted] I spoke with a representative yesterday mid afternoon about this specific case; our first ever case! This customer has purchased a Queen Pillowtop mattress set that came with a 10 year manufacturers warranty! Upon paying and handing her the receipt, I explained our store policy which was, "we do not do have any refund or exchanges". When [redacted] had called the store, I answered, she explained how she noticed some rips in the mattress, I explained to her to send me the pictures and I also gave her the manufacturers number. We needed the pictures for our self, and we sent them over to the manufacturer letting them know that a customer would be calling about that specific mattress. After that was said and done, I never heard from her again, given the fact that it was not a store issue it was a manufacturers issue. Since I never heard back from her, I figured all was taken care of but than I received in the mail a letter of complaint? We were very shocked to see a letter from Revdex.com, because for 4yrs, we have always had a good title for our store., So much to our surprise, we didnt know what to do. When receiving the call on 7/23/2013 mid afternoon, she explained how we can put in our side. There is nothing we can do for a customer after they purchase it because our store policy does not honor any type of refunds or exchanges. Whatever she feels she needs to do, is fine, but- we have given her the manufacturers number. We never got calls nor text messages. I remember after she sent the pictures, I had explained to her that we would take care of her by sending what she sent us, to the manufacturer. & we did. If she misplaced the number- here it is for the 2nd time- 916-394-2828 (imperial bedding)