Mattresses for Less

To whom it may concern:This letter is in regards to complaint ID: [redacted]. Mrs. [redacted] did purchase furniture from us on July 24, 2013 and again on 12/17/2014. 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 ottoman. Both times [redacted] Warranty was purchased as well. This warranty covers anything accidental that happens to the merchandise for up to 5 years; under the warranty any item which is modified/altered is no longer covered under warranty. Based on our records from [redacted], this customer did modify their bunkbed and king bed by drilling sheet metal screws in these items. Customer was declined a repair or replacement due to this reason, [redacted] 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.  [redacted] allows an even exchange for broken pieces or a replacement if the item is no longer in stock. When we got the approval, we did everything in our power to fix this situation for said customer. In 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 occasions. Customer 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 bunkbed. We have sold this item for many years, and it has never had any recalls or major manufacturing defects. As for her bedroom set in her room, we cannot guarantee how the bed effects the floors. We do apologize that her laminate floors were scratched however, the bottom of the bed would not scratch the floors unless pulled or otherwise moved improperly. Lastly, her living room furniture, she purchased living room pieces on both purchase dates; all of which are bonded leather. However, per the terms and conditions of [redacted] 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 covered. After being in business for over 30 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 commission. We are a family owned business, with a mom and pop shop feel and we offer quality furniture with great customer service at a discounted price. So 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 ability. Unfortunately 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,[redacted]Customer Service Manager Mattresses for Less[redacted], TX [redacted]