Mattresses for Less

Dear Mr [redacted] The mattress you have is a Simmons Beautyrest Black king size mattressSimmons Beautyrest is a well established mattress manufacturer and the Black line is among the highest quality produced and Simmons Beautyrest provides consumers a yr warranty against manufacturers defectsYou were provided a manufacturers warranty claim form which helps to determine the nature of a potential defect through a series of questions; and photos of the mattress are required in order to support the claimThe claim form was provided and returned in a timely mannerIt was then forwarded to the manufacturer, Simmons Beautyrest, for reviewAfter careful consideration, Simmons Beautyrest determined that your mattress is not defective After I relayed that information to you and you did not agree with that assessment I offered to send a third party inspection company to perform a professional inspection of the mattress at my cost The inspection company went to your house and performed their inspectionAccording to their report the mattress did not meet the manufacturers standards for a defective product Then, I contacted you and informed him of the outcome and offered an alternative solutionI offered you a 25% discount on any new mattress from our inventoryI believe that I have done everything within my power to resolve this issue I would also like to state for the record, your history with our companyOn 08/30/you made your initial purchase which was a king size Beautyrest mattress that you paid $for On 10/29/you returned to the store stating that you were not sleeping well on that mattress and requested an exchangeI complied with that request and you then chose to upgrade to a different Beautyrest mattressI waived all delivery and restocking fees because you upgraded to a more expensive model Months later you stated that you still were not sleeping well and that you felt the mattress could be defectiveI explained the warranty claim process and then you stated that maybe it is not defective but just too firmI showed you another mattress that was a bit softer and offered to exchange the mattress; again, at my costYou were not charged any delivery or restocking fees for your first or second exchangePlease understand that these mattresses that were returned are a total loss for my companyThey can't be sold again as new and can't be returned to the manufacturer for credit as they are not defectiveMy goal was to retain a valued happy customer, so I incurred the cost Now, you are back again claiming a defect when the manufacturer and an independent inspection company state there is none I cannot continue to incur costs trying to fix something that is not broken Please consider these circumstances and close this complaintI am happy to provide any documentation needed in order to support the facts as I have stated above, i.ecopies of previous invoices, correspondence from the manufacturer and/or the inspection report

Hi [redacted] , Once again, I'm sorry that you feel we have not provided satisfactory service Unfortunately, I am at a loss as to what you would like to see happen next The mattress that you have currently is under warranty as is the adjustable baseHowever, there are no manufacturer's defects evident in either I am happy to provide the inspector's report which indicates that the adjustable base is in good working order; and the mattress was already replaced When we spoke you also confirmed that the mattress is not the problem If you feel that another mattress exchange will solve your problem then we can talk about what would be involved in processing a second mattress exchange If you feel that the adjustable base is the problem then we can talk about what is required for the manufacturer's service technician to return another time to perform another inspection.Please let me know if either of these solutions are satisfactory to you I will do my best to help solve your problem.Thanks[redacted]

Hi [redacted] We are very sorry for the inconvenience you are havingWhen you were having trouble with your original mattress we replaced it for you at no chargeSince the mattresses was replaced and you were still having issues we thought the problem might be coming from your adjustable bed and not your mattressSo we sent out a representative from the manufacturer of the adjustable base ( [redacted] ***) and he deemed that there was nothing wrong with your adjustable baseWe have already replaced your mattress and paid for the manufacture to check for any problems on you adjustable baseWe feel we have done everything we can to assist you in this situation.Thank you, [redacted]

Complaint: [redacted] I am rejecting this response because: Regards,He said it it him self I tried to talk to him about the issues we are having with furniture I understand he sold lots of these beds but my kids fell trough theirs could have gotten hurt I dont see him saying his kids sleeping on this bunk bed so he had no idea if they are safe or not as for my bed yes I scratched my laminet ploor bcz when we get on bed its not stabe it moves while we sleep and for the living room furniture he should know it is not qualitty furniture bcz it is peeling and he should read how many people are complaining aboit it and as far as me being distespectfull he should say that about him self next time he talks to a costomere on the phone he needs to check that he hang up the phone before he starts talking crap aboit his costomeres yes I said hange up the phone first so your costomers cant hear you how disrespectful you are talking about them and thats why we are here I difnt say you didnt offer to fix the kids bed you did but I told you no you are not going to fix it when insurance sent you information to replace the whole bed than you said ok I will replace the whole bunk bed I asked you to get different bed and pay the difference I didnt asko you for free bed next time you are responding to a complaint at least tell the truth you were trying to fix the bed at the beggening not replaceit [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 Regards, [redacted] When the guy came out to look at the base as I told [redacted] he did not look under the bed, I asked him if he needed me to get my son o help him take the mattress off of the bed he responded no, he did not even raise the bed up and down he just came to my side of the bed and look at it and that was all and he did not come from the company that made the base and he did not even put his name on the paper he left nor was his company name on the copy he left me nor did he give me his name he just said he came to look at the bed Now if I do not get any resolution on this bed I will contact [redacted] *** [redacted] and and email her copies of everything because unlike what [redacted] said I was told when I paid $ [redacted] that I had a year warranty and not that my warranty was up once you replaced the mattress in less than a year, that is totally ridiculous.Sincerely [redacted]

Hi [redacted] It seems we have addressed this issue with the customer on 8/20/The problem was with her mattress and not the base and we have since replaced the 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

Hi ***. I received your most recent message and I wanted to reach out to you one last time in an effort to resolve your complaint. First, I would like to address your concern about having a mismatched set. You do not have a mismatched set; Your original purchase was for a *** ** *** memory foam mattress and two *** *** *** adjustable bases. The mattress that you have currently is also a *** ** *** memory foam model All of the *** models are fully tested and warrantied to be used with *** *** *** adjustable bases. I am willing to offer you the opportunity to come back to the store and choose a third and final replacement mattress. Also, I will pay for the *** *** *** technician to return to your home and perform a proper inspection of your adjustable bases, if the inspector determines that there is some type of defect with your bases then they are obligated to restore them to proper manufacturer's specifications.It is my hope that you find these efforts a satisfactory solution to your problem.Please contact me @ *** to arrange the mattress reselection. Thank you *** *** *** ***

To whom it may concern:This letter is in regards to complaint ID: ***Mrs*** did purchase furniture from us on July 24, and again on 12/17/On the first purchase, said customer purchased a bunkbed as well as a sofa and loveseat and some other merchandise; for the second purchase,
she purchased a sectional, loveseat, and ottomanBoth times *** Warranty was purchased as wellThis warranty covers anything accidental that happens to the merchandise for up to years; under the warranty any item which is modified/altered is no longer covered under warrantyBased on our records from ***, this customer did modify their bunkbed and king bed by drilling sheet metal screws in these itemsCustomer was declined a repair or replacement due to this reason, *** *** service later took back the decline and chose to allow a onetime approval even though it had been altered due to customers’ constant threat to go to Revdex.com and get a lawyer regardless of what the terms and conditions of the warranty was *** allows an even exchange for broken pieces or a replacement if the item is no longer in stockWhen we got the approval, we did everything in our power to fix this situation for said customerIn regards to the bunkbed, we attempted to replace the broken pieces as well as attempted to replace the whole bed, customer sent our delivery guys away on multiple occasionsCustomer wanted to choose a new bed, we advised her that that was not an option with the warranty, she would have to purchase a new bunkbedWe have sold this item for many years, and it has never had any recalls or major manufacturing defectsAs for her bedroom set in her room, we cannot guarantee how the bed effects the floorsWe do apologize that her laminate floors were scratched however, the bottom of the bed would not scratch the floors unless pulled or otherwise moved improperlyLastly, her living room furniture, she purchased living room pieces on both purchase dates; all of which are bonded leatherHowever, per the terms and conditions of *** *** Services, “Color loss or cracking and peeling on any leather or vinyl, splits on bi cast leather, split leathers used in seat cushions….” are not coveredAfter being in business for over years, one of the things we are the proudest of when it comes to our sales team is that we don’t have the stereotypical pushy salesmen that most big name stores have since we don’t offer commissionWe are a family owned business, with a mom and pop shop feel and we offer quality furniture with great customer service at a discounted priceSo much of our cliental comes from word of mouth referrals or website based reviews, I feel that this would not be possible if we did not offer our customers a great experience, and help the ones whom happen to have problems to the best of our abilityUnfortunately for this incident due to the insurance company’s terms we could not repair/replace these items under the purchased warranty; we did try to make this right with the customer and even dealt with many disrespectful conversations from her in order to try and make this right. Thank you,*** ***Customer Service Manager Mattresses for Less*** *** ***, TX ***-***-***

In regard to complaint ID ***, the customer came to purchase furniture on
February and received his merchandise via our delivery service on the
same dayA couple of weeks later, we received notice that the check did not go
through due to insufficient fundsWe worked with the
customer for over a month
to allow him the opportunity to pay for his furniture however was the most
convenient whether it be via credit/debit card, a check, cash or through our
finance companyHe repeatedly lied regarding coming to pay for this and
avoided the entire issueIn March of 2017, we were given a credit card to run
for the amount and reassured that it would end this whole ordeal by paying for
the merchandise at onceUnfortunately, this card also got declined for the
total purchase amount, at this point we offered for him to find a way to pay
the difference or we would come to pick up our merchandise and issue a refund
for the partial payment we had received, because we were going on 5-weeks of
going back and forth with him and his family, Our manager at this location who
was mentioned in the complaint, did everything according to protocol and
followed our guidelines in this situationHe was the main point of contact
once the check was returned, and had spoken to the customer on multiple
occasions where the customer would make arraignments to come into the store to
pay, or have one of our employees meet him if he was busy or working to give
them the cash ora check; these plans fell throughAt this point we went to
repossess our merchandise, once we arrived at their residence the customer was
very hostileWhen we contacted the police, they gave us permission to go to
the home and retrieve our fumiture due to non-paymentWe are apologetic for
his unhappiness with our business, however, our employees followed the
guidelines in situations regarding returned checks and gave this customer more
than sufficient time to fix this matter, in a professional way

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,
The only resolution to my problem would be to start over as I said and replace the whole bed, I do not want a refund I have not had a complete year's sleep in a bed that I paid almost $*** for since it was purchased in November of which is less than years and I spent the better part of year of that time in rehab with my knee replacement and knee revision surgery in and and when you replaced the mattress I ended up with a miss matched set because you no longer had the same bed that I had purchased in I don't do mismatched beds they never work, different manufacturers do not fit. So the fair thing would be to start fresh and I pray that this will never happen again because if it does I will never buy another one again

Hi [redacted],  Once again, I'm sorry that you feel we have not provided satisfactory service.  Unfortunately, I am at a loss as to what you would like to see happen next.  The mattress that you have currently is under warranty as is the adjustable base. However, there are no manufacturer's defects evident in either.  I am happy to provide the inspector's report which indicates that the adjustable base is in good working order; and the mattress was already replaced.  When we spoke you also confirmed that the mattress is not the problem.   If you feel that another mattress exchange will solve your problem then we can talk about what would be involved in processing a second mattress exchange.  If you feel that the adjustable base is the problem then we can talk about what is required for the manufacturer's service technician to return another time to perform another inspection.Please let me know if either of these solutions are satisfactory to you.  I will do my best to help solve your problem.Thanks.[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 does not resolve my complaint.  
As previously stated, we have logged a ridiculous amount of hours being ignored by Mattresses for Less -- phone calls, store visits, time off of work to try to resolve this matter, endless sleepless nights (as we are currently sleeping ON OUR FLOOR on twin camping inflatable mattresses), an inspection process that was dubious at best (and which we have STILL not received a copy of the report Mr. [redacted] denied my wish at all other times aside from his current response), and the run-around from both the dealer (MATTRESSES FOR LESS) and the manufacturer (SIMMONS) who each claim the other is responsible for the decision or the claim or issuing the report or absolutely everything for that matter -- pointing the finger back and forth while we, the consumer, who spent nearly $2,000 on this garbage quality "high-end" mattress, continue to suffer. We are at a total loss.I was present at the inspection and witnessed impression depth measurements that do not reflect accurately on what was stated by the manufacturer as "on this report" we have YET TO SEE. I do not have ANY faith in this particular inspection process and as stated, question it's authenticity. How can I be assured it was accurately recorded or reported when we haven't received a copy of this report, and if/when we do, what faith can we possibly have in it? Why wasn't it completed at our first request? (over 6 months ago now) Why don't we have a copy of the inspector's credentials? Why don't we have a copy of the "report"? And whose "report" is it -- the dealer as SIMMONS tells us or the manufacturer, as Mr. [redacted] tells us? This entirely process wreaks of fraud! And again, as stated, we have a less than year old mattress with two major indentations, a "firm" center hump, and no one who will help us resolve this matter.
Regards,[redacted]written in collaboration with my wife, [redacted])

Hi [redacted]
 
It seems we have addressed this issue with the customer on 8/20/14. The problem was with her mattress and not the base and we have since replaced the mattress.

Hi [redacted]We are very sorry for the inconvenience you are having. When you were having trouble with your original mattress we replaced it for you at no charge. Since the mattresses was replaced and you were still having issues we thought the problem might be coming from your adjustable bed and...

not your mattress. So we sent out a representative from the manufacturer of the adjustable base ([redacted]) and he deemed that there was nothing wrong with your adjustable base. We have already replaced your mattress and paid for the manufacture to check for any problems on you adjustable base. We feel we have done everything we can to assist you in this situation.Thank you,[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.

Complaint: [redacted]
I am rejecting this response because:
Regards,He said it it him self I tried to talk to him about the issues we are having with furniture I understand he sold lots of these beds but my kids fell trough theirs could have gotten hurt I dont see him saying his kids sleeping on this bunk bed so he had no idea if they are safe or not as for my bed yes I scratched my laminet ploor bcz when we get on bed its not stabe it moves while we sleep and for the living room furniture he should know it is not qualitty furniture bcz it is peeling and he should read how many people are complaining aboit it and as far as me being distespectfull he should say that about him self next time he talks to a costomere on the phone he needs to check that he hang up the phone before he starts talking crap aboit his costomeres yes I said hange up the phone first so your costomers cant hear you how disrespectful you are talking about them and thats why we are here I difnt say you didnt offer to fix the kids bed you did but I told you no you are not going to fix it when insurance sent you information to replace the whole bed than you said ok I will replace the whole bunk bed I asked you to get different bed and pay the difference I didnt asko you for free bed  next time you are responding to a complaint at least tell the truth you were trying to fix the bed at the beggening not replaceit 
[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.
Regards,
[redacted]
 
When the guy came out to look at the base as I told [redacted] he did not look under the bed, I asked him if he needed me to get my son o help him take the mattress off of the bed he responded no, he did not even raise the bed up and down he just came to my side of the bed and look at it and that was all and he did not come from the company that made the base and he did not even put his name on the paper he left nor was his company name on the copy he left me nor did he give me his name he just said he came to look at the bed.  Now if I do not get any resolution on this bed I will contact [redacted] and and email her copies of everything because unlike what [redacted] said I was told when I paid $[redacted] that I had a 20 year warranty and not that my warranty was up once you replaced the mattress in less than a year, that is totally ridiculous.Sincerely[redacted]

Dear Revdex.com, We are in receipt of the latest response. I am sorry Mr. [redacted] feels that there are nefarious actions on our part or the manufacturers.  I would like to reiterate that Mr. [redacted] has received two previous replacement mattresses at no cost to him. Here at Mattresses For Less, we truly understand the importance of customer service. As much as possible, we subscribe to the "customer is always right" mentality.  Unfortunately, in this situation I don't believe we are going to come to a solution that is acceptable to both parties. As a gesture of good faith, I would like to extend a final offer to Mr. [redacted]. If he would like to purchase a new mattress from our store then we will offer a 50% discount, or if he does not want or need a new mattress then we will provide $150 refund in an attempt to compensate his time. I hope that this offer is deemed acceptable to Mr. [redacted]. Thank you,[redacted]

Dear Mr [redacted]The mattress you have is a Simmons Beautyrest Black king size mattress. Simmons Beautyrest is a well established mattress manufacturer and the Black line is among the highest quality produced and Simmons Beautyrest provides consumers a 25 yr warranty against manufacturers...

defects. You were provided a manufacturers warranty claim form which helps to determine the nature of a potential defect through a series of questions; and photos of the mattress are required in order to support the claim. The claim form was provided and returned in a timely manner. It was then forwarded to the manufacturer, Simmons Beautyrest, for review. After careful consideration, Simmons Beautyrest determined that your mattress is not defective.  After I relayed that information to you and you did not agree with that assessment I offered to send a third party inspection company to perform a professional inspection of the mattress at my cost.   The inspection company went to your house and performed their inspection. According to their report the mattress did not meet the manufacturers standards for a defective product.  Then, I contacted you and informed him of the outcome and offered an alternative solution. I offered you a 25% discount on any new mattress from our inventory. I believe that I have done everything within my power to resolve this issue.  I would also like to state for the record, your history with our company. On 08/30/13 you made your initial purchase which was a king size Beautyrest mattress that you paid $740 for.  On 10/29/13 you returned to the store stating that you were not sleeping well on that mattress and requested an exchange. I complied with that request and you then chose to upgrade to a different Beautyrest mattress. I waived all delivery and restocking fees because you upgraded to a more expensive model.  Months later you stated that you still were not sleeping well and that you felt the mattress could be defective. I explained the warranty claim process and then you stated that maybe it is not defective but just too firm. I showed you another mattress that was a bit softer and offered to exchange the mattress; again, at my cost. You were not charged any delivery or restocking fees for your first or second exchange. Please understand that these mattresses that were returned are a total loss for my company. They can't be sold again as new and can't be returned to the manufacturer for credit as they are not defective. My goal was to retain a valued happy customer, so I incurred the cost.  Now, you are back again claiming a defect when the manufacturer and an independent inspection company state there is none.   I cannot continue to incur costs trying to fix something that is not broken.  Please consider these circumstances and close this complaint. I am happy to provide any documentation needed in order to support the facts as I have stated above, i.e. copies of previous invoices, correspondence from the manufacturer and/or the inspection report.