Mattress World Northwest

Mattress World Northwest response to the complaint I made was full of statements and fabrications of what really happenedThis is of course the "he said she said" game of words that will not solve any problemsThis is not the 1st "he said she said" complaint that Mattress World Northwest has had according to various internet searches I am going to respond to a few of the statements and fabrications included in their response If we did agree to the "comfort exchange", Why was the financial aspect of the transaction not completed before the exchange? We were told that it would be "taken care of" We were never at the South Salem Mattress World NW StoreWhere Gary come up with this one is anybody's guess Gary's lies continue regarding his phone conversation with Mrs [redacted] She called in shock because he had changed his mind about providing an exchange until the money issue came upHe would not longer agree to an exchange and did not offer any type of repeat customer discount or any further assistance at allShe explained her urgent medical need for a different mattress, but he refused to cooperate at any levelShe did not thank him in any way because he was very rude and unhelpful to her On the phone, I spoke with Robert at the Gresham location and Shelly at the Lancaster location and was quoted $from both of them for the Beautyrest Natasha Black(other stores of Mattress World NW).Gary was trying to gouge me at the $price and I challenged himI also told Gary that stores in Eugene were also selling the mattress at $American Mattress and The Mattress companyI did not need to quote internet pricing because it was not necessaryWhy would I even bother to shop pricing if Gary did not offer to do the exchange to begin with Mattress World policy states in the 2nd sentence, " Our employees are empowered to do everything they can to make sure our customers are satisfied" Gary exercised this statement by offering us the exchange price for the Natasha Black at $and then denied even offering it.This price was $more than other mattress retailers 6.Mrs [redacted] 's has severe disabilities and the salespeople told her that the temperpedic mattress would help immenselyThe salespeople should have known that people with back, shoulder and neck problems must have coil mattresses to help with pressure points on their bodyAll of her doctors have advised her to get rid of the temperpedic mattress One thing is clear now, customer service after the day is non existent with Mattress World NWWe were originally talked into purchasing the wrong mattress and have been trying desperately to get the correct type of mattress since August 1,We were repeatedly told that we had to wait and walk (???) on the mattress to break it in and give it more timeUnfortunately our experience with Mattress World NW has cost us a lot of money,time and physical discomfortMrs [redacted] 's severe pain and discomfort had to be immediately addressed,so we acted accordinglyWe ended up purchasing a new Beautyrest Natasha Black from the Mattress Company in Eugene at the quoted $priceThe receipt is available if anyone wants to look at it because mattress pricing was a big is***Hopefully,other senior disabled people will not have to go thru the poor customer satisfaction we have encournted with Mattress World NW Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

Case # [redacted] As Mr. [redacted] stated, this has become a “He said, She said” discussion, so we will respond with just the facts. On Thursday, July 21st, 2016 the [redacted] s purchased two twin xl mattresses from our Lane County Home Show and had them delivered to their home in Eugene on July 30th. Mid October 2016, the [redacted] s contacted Andy, the outside sales manager, and let him know that they would like to take advantage of our one-time Comfort Exchange Guarantee and he gladly obliged. After reselecting at our Salem store, they were delivered one Sealy Elation Gold Twin XL on October 22nd. As soon as the exchange took place, our customer service department emailed a copy of the finance authorization form to Mrs. [redacted] ( [redacted] @yahoo.com) expecting her to sign it and send it back so that we could process the payment with Synchrony Finance. However, we have yet to receive the signed authorization for payment. In Mr. [redacted] ’s recent response, he said he was told it would be “taken care of.” However, after three months of not receiving a bill from the financing company, would he not think this was in fact not taken care of? The [redacted] s are seeking to get a second comfort exchange on their Sealy Elation Gold mattress. It is not our policy to facilitate a comfort exchange after 90 days, let alone a second comfort exchange. It had been about 6 months since the original purchase. Furthermore, the [redacted] s have not paid for the first comfort exchange and it does not seem logical for us to provide any further service because the services that have been previously rendered have not been paid for. Brendan, the General Manager, had made it clear that the decision is being made based off our policy and that paying the balance of $395 would not qualify them for a second comfort exchange. It is very unfortunate that neither the first nor the second mattress Mrs. [redacted] chose worked for her as she had desired.

Case #***
After going over *** ***’s initial complaint and analyzing the records available to us, we have concluded that Mattress World Northwest has already fulfilled our One-Time Comfort Exchange Guarantee
On Thursday, July 21st, 2016, the ***s stopped by our Mattress
World Northwest booth at the Lane County Fair and purchased two Sealy Inspiration Twin XL mattresses; one Firm, one PlushWhich were used on two adjustable bases that were also purchased on the same ticket, along with sheets, and pillowsEverything was delivered to their home in Eugene on the 30th of July
Mid October 2016, the ***s contacted Andy, the outside sales manager, and let him know that they would like to take advantage of our one-time Comfort Exchange GuaranteeMrs*** wanted to go to a different mattress from the Inspiration PlushAndy advised them to go to the Mattress World Northwest location on Lancaster Drive in Salem to comfort test and select a replacementThey chose the Sealy Elation Gold Twin XL and contacted Andy to setup the exchange upgrade for $395, which included the deliverySince they had financed the first time, the ***s wanted to add on $upgrade to their Synchrony finance accountThe delivery took place on October 22ndThat same day, our customer service department emailed *** *** (***@yahoo.com) the finance authorization form for the $upgrade for the product they had taken possession of that day
Unfortunately, the financing terms were set up incorrectly for months instead of months*** *** called back and told our customer system department that the terms were incorrect and subsequently did not sign the authorization formAndy tried to contact them, but was not able to reach themTo this day, 2/3/2017, this amount is still left unpaid by the customerWe have tried to reach out to them to sign the authorization for $for the corrected 36-month finance term since the exchange took place on 10/22/without success
On Thursday, January 26th, Mr*** reached out to the corporate office in Clackamas and spoke to Maria and let her know that he had been trying to get a hold of Gary (another employee at Mattress World Northwest) and Andy in order to do a second exchangeUpon looking into his purchase history, Maria informed him that he still had a $balance owing, to which he responded that Andy had taken care of itMaria asked him what he meant, and his response again, was that Andy had “taken care of it and he would know.” Our records indicated that their account was still showing a balance due, and without the customer’s signature on the finance authorization, the only way to “take care of it” would be if Andy paid the $balance out of his own pocket which is not an optionNevertheless, she let him know that she would get a hold of Andy or Gary and have one of them give him a call to discuss the account
That same day, Andy reached out to Gary to see if he had touched base with the customer recently and it turned out the customer had reached out to Gary right after he called the corporate officeThis was one of the many conversation that they had had in the month of JanuaryThe first one, back on the 14th of January, 2017, was in regards to doing a second exchange because Mrs*** did not like her second mattressGary had notified Mr*** that a second exchange was out of our standard policies and that wasn’t something we could accommodateAfter that conversation ended, Gary called Andy, who informed him that the ***s still owed the $for the first exchange from October Gary called back Mr*** and reminded him of the money that was still owed on the first exchange, which Mr*** acknowledged, but he still wasn’t happy that his wife did not like the bed she had picked outThat being said, he assured Gary that he would be going into the South Salem store on the following Monday (1/16) to complete the paperwork
When Gary returned to work on the 18th (after his days off), he called Mr*** to see if the balance had been taken care ofSince no one answered, he left a voicemailIt wasn’t until Saturday the 21st that Mr*** called Gary back inquiring about pricing on a couple different mattresses; the Simmons Natasha and the Sealy InspirationGary gave him the pricing shown on the tags and also asked him on whether he had gone into the South Salem store to make the paymentMr*** said he had been to the store, but was more interested in talking about negotiating the second exchangeGary told him that he wasn’t able to get a second exchange approved because it was well past days of their original purchase, and, we don’t do second exchangesFurthermore, he still had a $balance from the first exchangeMr*** then asked for the corporate number and email, which Gary promptly obliged
On Wednesday the 25th of January, Gary called back the ***s to folland resolve the payment is***Mr*** asked him what a twin XL mattress in the Simmons Natasha would be and Gary told him that it would be $2,(what is on the tag)Mr*** became upset saying that Robert, at our Gresham location, had told him it was going to be $1,and that Gary was trying to rip him offAfter talking to Robert, Gary concluded that Robert had told him $1,for the Sealy Inspiration (what is on the tag)Gary called Mr*** back to relay the information, and Mr*** proceeded to tell Gary that he had found the same mattress (Simmons Natasha) on the internet for only $However, he did not remember what website or any other specifics and told Gary that he would talk to his wife and call him back
The next day, after having called the corporate office, Mr*** reached out to Gary and asked again to do another exchangeGary informed him, again, that it was beyond the days, we don’t do second exchanges, and they still owed $He asked if there was any other supervisor he could talk to on his behalf to see if there was anything that could be done to authorize a second exchangeGary called Brendan, the general manager, and explained that he had a customer that was inquiring about doing a second comfort exchange and that the original order was placed in July Gary also explained that the customer had a balance owed to the company for the first comfort exchangeBrendan then told Gary that we would not be able to accommodate a second comfort exchange because it goes against our policy of a one-time exchange, and the first exchange was still owed
Gary then called back Mr*** and relayed the information and he asked for Brendan’s contact informationShortly after this conversation, Gary received a call from Mrs***, asking whether they could get an exchange granted if they paid the $past due amountGary told her that we could not do an exchange, and the $was non-negotiableHe also told her that he could try to get a repeat customer discount for toward the Simmons Natasha, but it was not possible to do an exchangeMrs*** thanked him and the conversation ended
That same day (1/26), Mr*** reached out to the general manager, Brendan, and explained that he had been talking to Gary and wanted to do an exchangeHe went on explaining that Gary had already told him he could do an exchange and that Gary had already given him pricingHe then went on to tell Brendan that he called other stores about pricing of the Natasha and that he was not comfortable with the pricing that Gary had given him, and that is why he did not do the exchange when Gary offered it to himHe also mentioned that he had been trying to get ahold of Andy and Gary via phone and text messaging but was not having any luckBrendan then told him that we would investigate the situation and get back to him by the end of the following day, 1/27/
After digging deeper through our records and talking to the various employees that had assisted the ***s, Brendan came to the conclusion that this decision could not be made based off of the information provided to himSo he went with the concrete facts that he had and fell back onto our policy in this decisionThe policy is on every invoiceOur policy states:
“Your sleep comfort is our goal and we are committed to helping you find the right mattress to solve your sleep is***s and improve your overall wellbeingOur employees are empowered to do everything they can to make sure our customers are satisfiedWe offer a night comfort exchange to make sure that our customers don't just have a mattress that they like; they have the one that they LOVE! If you are not happy with the comfort of your new mattress we will exchange your sleep set (mattress and/or foundation) within nights of delivery or pick up.*
We will not be undersold! We shop our competition and strive to have the lowest priceHowever, if you find a comparable mattress on sale at another retail store and bring in their ad within the first nights of the original purchase, Mattress World NW will beat the price by five percent and send you a refund for the differencePrice guarantee does not apply to Comfort or Warranty Exchanges
*Your new mattress takes time to adjust to your bodyExperts agree that you should try your new sleep set for at least days and rotate it at least times before making a comfort decisionA 10% processing (to not exceed $200) and transportation fee will be assessed for all comfort exchangesYour Comfort Exchange is a onetime exchange and applies only to the original purchaseMattresses or Foundations that are stained or have missing legal/law tags are not eligible for Comfort ExchangesSales of “one of a kind”, floor models, toppers, linens, pillows, adjustable bases, special order sizes, furniture, and mattress protectors are final.”
On the afternoon of 1/27/2017, Brendan contacted Mr*** and informed him of his decisionHe explained to him that he was unable to make the decision based off of the “He said, She said” information that had been providedBrendan also reiterated our policy and reminded him that we had fulfilled our commitment during the days following his purchase and also reminded him that we are well past days from his original purchaseHe then told him that he was falling back on our policy and making his decision solely based on thatLastly, Brendan also remined Mr*** of the $balance that was owed and that it needed to be paidTo be clear, he assured him that paying this balance would not qualify him for a second comfort exchange
Going strictly by the facts presented, Mattress World Northwest has fulfilled all promises made to the ***s in a very timely mannerThey made a purchase, received their product, used one-time comfort exchange policy, and had that product deliveredIt is unfortunate that Mrs*** is unhappy with the second mattress she chose, but we cannot entertain a second comfort exchange as it is not something in our policyThey have not even paid for the first comfort exchange and it does not seem logical for us to provide any further service because the services that have been provided had not been paid for

All this talk of "facts" leads me to bring up a few of my own;
1. The 1st mattress was defective from day one leaning to the right and sagged even though it was documented, we were told to keep it for at least days to "break it in" It was not a "comfort exchange" therefore the 2nd mattress should have qualified for the 2nd exchange
2. Gary said he would do the exchange on the 2nd mattress until he got called on quoting an excessive exchange price
3. Temperpedic gives no relief for pressure points for severely disabled peopleThe mattress has given Mrs*** severe pain and has affected her circulationSince using the temperpedic mattress, Mrs*** can no longer walkSalespeople told her it would be "wonderful and help with her disabilities"
4. Two Doctors have advised her to immediately get off the temperpedic mattress as it does not provide "pressure point" reliefOnly coil mattresses can provide that kind of reliefWe had to purchase a new coil mattress not for comfort, but for medical necessity
5. In the interest of conflict resolution; I am proposing that Mattress World NW buy back the mattress at 50% of the retail selling priceThe mattress has been fully protected and is in superb condition for shows and demonstrationsWe just want to be treated fairly and so far Mattress World NW has not provided any reasonable customer serviceHave not considered all the factsHave not offered any reasonable resolution to the problem
Complaint: ***I am rejecting this response because:Sincerely,*** ***

Mattress World has taken the mattress back and refunded most of our moneyThis is acceptable to usPlease close the complaint
*** ***

Mattress World Northwest response to the complaint I made was full of false statements and fabrications of what really happened. This is of course the "he said she said" game of words that will not solve any problems. This is not the 1st "he said she said" complaint that Mattress World Northwest has had according to various internet searches.
 
I am going to respond to a few of the false statements and fabrications included in their response.
 
                     1.  If we did agree to the "comfort exchange", Why was the financial aspect of the transaction not completed before the exchange? We were told that it would be "taken care of"
 
                      2.  We were never at the South Salem Mattress World NW Store. Where Gary come up with this one is anybody's guess.
 
                      3.  Gary's lies continue regarding his phone conversation with Mrs. [redacted]. She called in shock because he had changed his mind about providing an exchange until the money issue came up. He would not longer agree to an exchange and did not offer any type of repeat customer discount or any further assistance at all. She explained her urgent medical need for a different mattress, but he refused to cooperate at any level. She did not thank him in any way because he was very rude and unhelpful to her.
 
                      4. On the phone, I spoke with Robert at the Gresham location and Shelly at the Lancaster location and was quoted $1799 from both of them for the Beautyrest Natasha Black. (2 other stores of Mattress World NW).Gary was trying to gouge me at the $2498 price and I challenged him. I also told Gary that stores in Eugene were also selling the mattress at $1799. American Mattress and The Mattress company. I did not need to quote internet pricing because it was not necessary. Why would I even bother to shop pricing if Gary did not offer to do the exchange to begin with.
 
                       5.  Mattress World policy states in the 2nd sentence, " Our employees are empowered to do everything they can to make sure our customers are satisfied" Gary exercised this statement by offering us the exchange  price for the Natasha Black at $2498 and then denied even offering it.This price was $700 more than other mattress retailers.
 
                        6.Mrs. [redacted]'s has  severe disabilities and the salespeople told her that the temperpedic mattress would help immensely. The salespeople should have known that people with back, shoulder and neck problems must have coil mattresses to help with pressure points on their body. All of her doctors have advised her to get rid of the temperpedic mattress.
 
                         One thing is clear now, customer service after the 90 day is non existent with Mattress World NW. We were originally talked into purchasing the wrong mattress and have been trying desperately to get the correct type of mattress since August 1,2016. We were repeatedly told that we had to wait and walk (???) on the mattress to break it in and give it more time. Unfortunately our experience with Mattress World NW has cost us a lot of money,time and physical discomfort. Mrs. [redacted]'s severe pain and discomfort had to be immediately addressed,so we acted accordingly. We ended up purchasing a new Beautyrest Natasha Black from the Mattress Company in Eugene at the quoted $1799 price. The receipt is available if anyone wants to look at it because mattress pricing was a big is[redacted]. Hopefully,other senior disabled people will not have to go thru the poor customer satisfaction we have encournted with Mattress World NW.
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Case #[redacted]
                 
 
As Mr. [redacted] stated, this has become a “He said, She said” discussion, so we will respond with just the facts. On Thursday, July 21st, 2016 the [redacted]s purchased two twin xl mattresses from our Lane County Home Show and had them delivered to their home in Eugene on July 30th. Mid October 2016, the [redacted]s contacted Andy, the outside sales manager, and let him know that they would like to take advantage of our one-time Comfort Exchange Guarantee and he gladly obliged. After reselecting at our Salem store, they were delivered one Sealy Elation Gold Twin XL on October 22nd. As soon as the exchange took place, our customer service department emailed a copy of the finance authorization form to Mrs. [redacted]@yahoo.com) expecting her to sign it and send it back so that we could process the payment with Synchrony Finance. However, we have yet to receive the signed authorization for payment. In Mr. [redacted]’s recent response, he said he was told it would be “taken care of.” However, after three months of not receiving a bill from the financing company, would he not think this was in fact not taken care of?
The [redacted]s are seeking to get a second comfort exchange on their Sealy Elation Gold mattress. It is not our policy to facilitate a comfort exchange after 90 days, let alone a second comfort exchange. It had been about 6 months since the original purchase. Furthermore, the [redacted]s have not paid for the first comfort exchange and it does not seem logical for us to provide any further service because the services that have been previously rendered have not been paid for. Brendan, the General Manager, had made it clear that the decision is being made based off our policy and that paying the balance of $395 would not qualify them for a second comfort exchange.
It is very unfortunate that neither the first nor the second mattress Mrs. [redacted] chose worked for her as she had desired.