Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] much to my dismay this was the worst customer service I have ever encountered and will pass this along
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] ***
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. The mattress cover that failed was unusually returned to the store where originally purchased. At that time they exchanged the cover and I was never informed that I would have to do anything further in regard to the failed cover. Instead of letting me know I had to file a claim with the cover manufacturer, the store simply exchanged it. At that time they had full knowledge there was a problem with the mattress and box springs. And I believe that I was not informed that a claim needed to be made with the manufacturer of the cover so that they would not have to honor any warranty. Regards, [redacted] ***
This email is in response to the complaint filed by [redacted] It is certainly never our intent for any of our customers to be frustrated or unhappy with their purchase It should be clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered As is the case with almost all consumer product warranties, the coverage from the manufacturer states that they will replace a defective product The manufacturer does not offer the ability for anything other than a direct replacement As a service to our customers, Metro Mattress does establish a credit based upon what the consumer paid for their bedding They receive 100% credit on the approved pieces that can be used to re-select, or upgrade their mattress model [redacted] were unhappy with the option to have the same model as their replacement, even though they are not entitled to anything otherwise under the terms of the manufacturer’s warranty coverage As a gesture of good faith, Metro Mattress established several other models that [redacted] could opt for at no additional charge to them This is not a standard protocol, but an exception we were making in an attempt to solve the issue As we continued to try and rectify the issue, [redacted] notified Metro Mattress that she expected us to replace her model with another model that was nearly $1,more expensive We tried to explain that this request was not possible Once more as a gesture of good faith, Metro Mattress decided to offer [redacted] a significant discount on the upgrade, splitting the price with themAgain, this is not a standard protocol, but another exception we were making in an attempt to solve the issue I apologize for the hour delay caused by my being unavailable when they visited the store It certainly was not intended as Metro Mattress is as eager to resolve the situation as is [redacted] MsFarabell’s request for a refund cannot be honored as Metro Mattress feels that our attempts and actions have been made in an attempt to be as favorable to [redacted] as possible If there are any further questions pertaining to this account, please feel free to contact me during business hours at [redacted] Respectfully, [redacted] Director of Service & Procurement Metro Mattress
The mattress inspector called me on 3/at 7:pm and left a message to schedule apptwith himI called him on 3/and left a message - no responseI called again today 3/at 2:pm and he can't schedule apptuntil 3/I will be out of town until 4/Please do NOT close this claim out as it has not been resolved and I won't be able to accept or reject whatever offer Metro Mattress provides until the inspector can give them his report.Unbelievable that I have had to do some much calling and recalling to resolve this issueI have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint because the mattress has not been inspected and therefore no resolution has been offered. Regards, *** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me However it's like fighting city hall - I realized that based on their initial response which was to ignore my repeated phone calls, that any response was going to be in their favor not mineThe company should go on record as one that does not work quickly to resolve customer inquiriesAn apology for the delay was not offered until they called to tell me they would not replace the mattressI will be sure to let others know not to shop at Metro Mattress. Regards, *** ***
This email is in response to the complaint filed by Mr*** *** (ID #***) First let us apologize for the confusion surrounding this account The model that Mr*** purchased was found to be unavailable to Metro Mattress from the manufacturer This was learned after the
transaction took place The paperwork was mishandled, and the original delivery should have never taken place Today, the store in which the purchase was made did process the paperwork and arrange with Mr*** to return the bed for a full refund.Again, we apologize for the confusion, and hope that the complete refund of the purchase is an adequate settlement for the consumer If there are any further questions pertaining to this account, please feel free to reach me during business hours at (*** ***.Respectfully, *** ** *** ** .Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by Mr*** ***, ID #*** The nature of this complaint pertains to a warranty claim on Ms***’ product. First it should be made clear that the warranty on all bedding sets purchased through
Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Upon attempted delivery, Ms***’ mattress was found to have several stains The warranty coverage on Ms***’ mattress is offered by the Serta Mattress Co., and specifically states the following: Serta reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, is in an unsanitary condition (due to blood or bodily fluid stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials....Serta reserves the right to deny warranty coverage if the sleep set exhibits stains or soiling of unknown origin or nature and it appears to Serta, in good faith, that the sleep set may be in an unsanitary condition or may have been damaged by liquid penetration or other abuse. The mattress protector purchased by Mr*** does require that the consumer file a claim of failure within days of an occurrence Mr*** did not file any claim for a failure on the product. Based upon the fact that numerous stains were found on the bed, the protector company cannot take responsibility for the degree of staining as they were not given the opportunity to address the problem in a reasonable amount of time. The outcome of Ms***’ warranty is governed by the guidelines set forth by the manufacturer Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision. If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***Respectfully* *** ** *** **.Director of Service & ProcurementMetro Mattress Corp
This email is in response to the complaint filed by [redacted] It is certainly never our intent for any of our customers to be frustrated or unhappy with their purchase. It should be clear that the warranty on all bedding sets purchased through...
Metro Mattress is furnished by the Manufacturer and not Metro Mattress. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered.
As is the case with almost all consumer product warranties, the coverage from the manufacturer states that they will replace a defective product. The manufacturer does not offer the ability for anything other than a direct replacement.
As a service to our customers, Metro Mattress does establish a credit based upon what the consumer paid for their bedding. They receive 100% credit on the approved pieces that can be used to re-select, or upgrade their mattress model. [redacted] were unhappy with the option to have the same model as their replacement, even though they are not entitled to anything otherwise under the terms of the manufacturer’s warranty coverage. As a gesture of good faith, Metro Mattress established several other models that [redacted] could opt for at no additional charge to them. This is not a standard protocol, but an exception we were making in an attempt to solve the issue.
As we continued to try and rectify the issue, [redacted] notified Metro Mattress that she expected us to replace her model with another model that was nearly $1,000 more expensive. We tried to explain that this request was not possible. Once more as a gesture of good faith, Metro Mattress decided to offer [redacted] a significant discount on the upgrade, splitting the price with them. Again, this is not a standard protocol, but another exception we were making in an attempt to solve the issue.
I apologize for the 24 hour delay caused by my being unavailable when they visited the store. It certainly was not intended as Metro Mattress is as eager to resolve the situation as is [redacted]
Ms. Farabell’s request for a refund cannot be honored as Metro Mattress feels that our attempts and actions have been made in an attempt to be as favorable to [redacted] as possible.
If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at [redacted]
Respectfully,
[redacted]
Director of Service & Procurement
Metro Mattress
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am waiting to hear from the business. Regards, [redacted]
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. The mattress cover that failed was unusually returned to the store where originally purchased. At that time they exchanged the cover and I was never informed that I would have to do anything further in regard to the failed cover. Instead of letting me know I had to file a claim with the cover manufacturer, the store simply exchanged it. At that time they had full knowledge there was a problem with the mattress and box springs. And I believe that I was not informed that a claim needed to be made with the manufacturer of the cover so that they would not have to honor any warranty. Regards, [redacted]
This letter is in response to the complaint filed by Ms. [redacted], ID #[redacted]. The nature of this complaint pertains to a warranty replacement on Ms. [redacted]‘s product. First let us apologize for the treatment and delay Ms. [redacted] experienced with her warranty claim. It is...
always our intent to try and rectify situations of product failure as quickly as possible, and it would seem that we did not live up to our end of that bargain for Ms. [redacted]. It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. The manufacturer’s warranty does also state that it does not transportation costs associated with an approved warranty exchange. This is the reason for the nominal delivery charge Metro Mattress charges when executing an exchange. According to our records, Ms. [redacted] has received the exchange of her mattress. Additionally it would appear that a manager did get authorization to waive the delivery fee as a gesture of good faith to Ms. [redacted]. Again, our sincerest apology for the comedy of errors that befell Ms. [redacted]’s account. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at [redacted]. Respectfully, [redacted]Director of Service & Procurement Metro Mattress Corp.
This letter is in response to the complaint filed by [redacted]. The nature of this complaint pertains to a warranty claim on Ms. [redacted]’ product. First it should be made clear that the warranty on all bedding sets purchased...
through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Upon inspection, Ms. [redacted]’ mattress was found to have several large stains. Her claim that the stains were mistakenly reported by the inspector due to poor lighting is inaccurate. I have attached a photo of the mattress in question, which is without question severely stained. The warranty coverage on Ms. [redacted]’ mattress is offered by the Simmons Mattress Co., and specifically states the following: Simmons® product that is stained, soiled, or infested with vermin, even if defective. For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage. The outcome of Ms. [redacted]’ warranty is governed by the guidelines set forth by the manufacturer. Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235. Respectfully, [redacted] Director of Service & Procurement Metro Mattress Corp.
This email is in response to the complaint filed by [redacted] (ID # [redacted]). It is unclear exactly what the issue is solely based on this complaint. We will have the Metro Mattress location in which the purchase was made, reach out to the customer to try and sort the issue out....
If there is a defect in the product that the customer received, Metro Mattress will certainly rectify the situation. Additionally, Metro Mattress will absorb any applicable delivery fees as a gesture of good faith.Respectfully, [redacted]Director of Service & ProcurementMetro Mattress
This email is in response to the complaint filed by Mr. [redacted] (ID #[redacted]). The nature of the complaint concerns the customer receiving a response to a warranty claim. We apologize for the delay. Our records indicate that a warranty approval was issued...
to the store location in which Mr. [redacted] made his purchase. This approval was issued on 03/05/15, and the store staff has reported that they have left a few messages for Mr. [redacted] beginning as early as late last week. At this point, if Mr. [redacted] has not already spoken to the store, he should reach out to them as they do have all the information needed to complete the warranty claim.Respectfully,[redacted]Director of Service & ProcurementMetro Mattress
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
much to my dismay. this was the worst customer service I have ever encountered and will pass this along
This letter is in response to the complaint filed by [redacted], ID #[redacted]. The nature of this complaint pertains to a warranty claim on Ms. [redacted]‘s product. First let us apologize for the delay Ms. [redacted] is experiencing with her warranty claim. It is always our intent to try and...
rectify situations of product failure as quickly as possible. I have confirmed that the store has submitted all of the appropriate paperwork, and that our warranty department has ordered the inspection for this product. The warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Once we have the inspection information on Ms. [redacted]’s mattress we will be able to have the manufacturer make a decision on the claim. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####. Respectfully[redacted]. Director of Service & Procurement Metro Mattress Corp.
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]
Revdex.com: I have reviewed the response made by the business in reference to complaint [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] much to my dismay this was the worst customer service I have ever encountered and will pass this along
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] ***
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. The mattress cover that failed was unusually returned to the store where originally purchased. At that time they exchanged the cover and I was never informed that I would have to do anything further in regard to the failed cover. Instead of letting me know I had to file a claim with the cover manufacturer, the store simply exchanged it. At that time they had full knowledge there was a problem with the mattress and box springs. And I believe that I was not informed that a claim needed to be made with the manufacturer of the cover so that they would not have to honor any warranty. Regards, [redacted] ***
This email is in response to the complaint filed by [redacted] It is certainly never our intent for any of our customers to be frustrated or unhappy with their purchase It should be clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered As is the case with almost all consumer product warranties, the coverage from the manufacturer states that they will replace a defective product The manufacturer does not offer the ability for anything other than a direct replacement As a service to our customers, Metro Mattress does establish a credit based upon what the consumer paid for their bedding They receive 100% credit on the approved pieces that can be used to re-select, or upgrade their mattress model [redacted] were unhappy with the option to have the same model as their replacement, even though they are not entitled to anything otherwise under the terms of the manufacturer’s warranty coverage As a gesture of good faith, Metro Mattress established several other models that [redacted] could opt for at no additional charge to them This is not a standard protocol, but an exception we were making in an attempt to solve the issue As we continued to try and rectify the issue, [redacted] notified Metro Mattress that she expected us to replace her model with another model that was nearly $1,more expensive We tried to explain that this request was not possible Once more as a gesture of good faith, Metro Mattress decided to offer [redacted] a significant discount on the upgrade, splitting the price with themAgain, this is not a standard protocol, but another exception we were making in an attempt to solve the issue I apologize for the hour delay caused by my being unavailable when they visited the store It certainly was not intended as Metro Mattress is as eager to resolve the situation as is [redacted] MsFarabell’s request for a refund cannot be honored as Metro Mattress feels that our attempts and actions have been made in an attempt to be as favorable to [redacted] as possible If there are any further questions pertaining to this account, please feel free to contact me during business hours at [redacted] Respectfully, [redacted] Director of Service & Procurement Metro Mattress
The mattress inspector called me on 3/at 7:pm and left a message to schedule apptwith himI called him on 3/and left a message - no responseI called again today 3/at 2:pm and he can't schedule apptuntil 3/I will be out of town until 4/Please do NOT close this claim out as it has not been resolved and I won't be able to accept or reject whatever offer Metro Mattress provides until the inspector can give them his report.Unbelievable that I have had to do some much calling and recalling to resolve this issueI have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint because the mattress has not been inspected and therefore no resolution has been offered. Regards, *** ***
The stains were found upon attempting the exchange delivery, not the original delivery
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me However it's like fighting city hall - I realized that based on their initial response which was to ignore my repeated phone calls, that any response was going to be in their favor not mineThe company should go on record as one that does not work quickly to resolve customer inquiriesAn apology for the delay was not offered until they called to tell me they would not replace the mattressI will be sure to let others know not to shop at Metro Mattress. Regards, *** ***
This email is in response to the complaint filed by Mr*** *** (ID #***) First let us apologize for the confusion surrounding this account The model that Mr*** purchased was found to be unavailable to Metro Mattress from the manufacturer This was learned after the
transaction took place The paperwork was mishandled, and the original delivery should have never taken place Today, the store in which the purchase was made did process the paperwork and arrange with Mr*** to return the bed for a full refund.Again, we apologize for the confusion, and hope that the complete refund of the purchase is an adequate settlement for the consumer If there are any further questions pertaining to this account, please feel free to reach me during business hours at (*** ***.Respectfully, *** ** *** ** .Director of Service & Procurement Metro Mattress
This letter is in response to the complaint filed by Mr*** ***, ID #*** The nature of this complaint pertains to a warranty claim on Ms***’ product. First it should be made clear that the warranty on all bedding sets purchased through
Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp All decisions concerning the warranty claim are made by the Manufacturer This includes the validity of the claim, and any replacement model offered However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer This includes all necessary paperwork, inspection, and communication with the consumer. Upon attempted delivery, Ms***’ mattress was found to have several stains The warranty coverage on Ms***’ mattress is offered by the Serta Mattress Co., and specifically states the following: Serta reserves the right to refuse service and invalidate the warranty when the sleep set, even if defective, is in an unsanitary condition (due to blood or bodily fluid stains or soiling, infestation or other abuse), when the sleep set has evidence of damage from liquid penetration, cleaning or the use of cleaning fluids, or whenever the product failure is caused by factors other than defective workmanship or materials....Serta reserves the right to deny warranty coverage if the sleep set exhibits stains or soiling of unknown origin or nature and it appears to Serta, in good faith, that the sleep set may be in an unsanitary condition or may have been damaged by liquid penetration or other abuse. The mattress protector purchased by Mr*** does require that the consumer file a claim of failure within days of an occurrence Mr*** did not file any claim for a failure on the product. Based upon the fact that numerous stains were found on the bed, the protector company cannot take responsibility for the degree of staining as they were not given the opportunity to address the problem in a reasonable amount of time. The outcome of Ms***’ warranty is governed by the guidelines set forth by the manufacturer Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision. If there are any further questions pertaining to this account, please feel free to reach me during business hours at *** ***Respectfully* *** ** *** **.Director of Service & ProcurementMetro Mattress Corp
This email is in response to the complaint filed by [redacted] It is certainly never our intent for any of our customers to be frustrated or unhappy with their purchase. It should be clear that the warranty on all bedding sets purchased through...
Metro Mattress is furnished by the Manufacturer and not Metro Mattress. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered.
As is the case with almost all consumer product warranties, the coverage from the manufacturer states that they will replace a defective product. The manufacturer does not offer the ability for anything other than a direct replacement.
As a service to our customers, Metro Mattress does establish a credit based upon what the consumer paid for their bedding. They receive 100% credit on the approved pieces that can be used to re-select, or upgrade their mattress model. [redacted] were unhappy with the option to have the same model as their replacement, even though they are not entitled to anything otherwise under the terms of the manufacturer’s warranty coverage. As a gesture of good faith, Metro Mattress established several other models that [redacted] could opt for at no additional charge to them. This is not a standard protocol, but an exception we were making in an attempt to solve the issue.
As we continued to try and rectify the issue, [redacted] notified Metro Mattress that she expected us to replace her model with another model that was nearly $1,000 more expensive. We tried to explain that this request was not possible. Once more as a gesture of good faith, Metro Mattress decided to offer [redacted] a significant discount on the upgrade, splitting the price with them. Again, this is not a standard protocol, but another exception we were making in an attempt to solve the issue.
I apologize for the 24 hour delay caused by my being unavailable when they visited the store. It certainly was not intended as Metro Mattress is as eager to resolve the situation as is [redacted]
Ms. Farabell’s request for a refund cannot be honored as Metro Mattress feels that our attempts and actions have been made in an attempt to be as favorable to [redacted] as possible.
If there are any further questions pertaining to this account, please feel free to contact me during normal business hours at [redacted]
Respectfully,
[redacted]
Director of Service & Procurement
Metro Mattress
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I am waiting to hear from the business. Regards, [redacted]
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. The mattress cover that failed was unusually returned to the store where originally purchased. At that time they exchanged the cover and I was never informed that I would have to do anything further in regard to the failed cover. Instead of letting me know I had to file a claim with the cover manufacturer, the store simply exchanged it. At that time they had full knowledge there was a problem with the mattress and box springs. And I believe that I was not informed that a claim needed to be made with the manufacturer of the cover so that they would not have to honor any warranty. Regards, [redacted]
This letter is in response to the complaint filed by Ms. [redacted], ID #[redacted]. The nature of this complaint pertains to a warranty replacement on Ms. [redacted]‘s product. First let us apologize for the treatment and delay Ms. [redacted] experienced with her warranty claim. It is...
always our intent to try and rectify situations of product failure as quickly as possible, and it would seem that we did not live up to our end of that bargain for Ms. [redacted]. It should be made clear that the warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. The manufacturer’s warranty does also state that it does not transportation costs associated with an approved warranty exchange. This is the reason for the nominal delivery charge Metro Mattress charges when executing an exchange. According to our records, Ms. [redacted] has received the exchange of her mattress. Additionally it would appear that a manager did get authorization to waive the delivery fee as a gesture of good faith to Ms. [redacted]. Again, our sincerest apology for the comedy of errors that befell Ms. [redacted]’s account. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at [redacted]. Respectfully, [redacted]Director of Service & Procurement Metro Mattress Corp.
This letter is in response to the complaint filed by [redacted]. The nature of this complaint pertains to a warranty claim on Ms. [redacted]’ product. First it should be made clear that the warranty on all bedding sets purchased...
through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Upon inspection, Ms. [redacted]’ mattress was found to have several large stains. Her claim that the stains were mistakenly reported by the inspector due to poor lighting is inaccurate. I have attached a photo of the mattress in question, which is without question severely stained. The warranty coverage on Ms. [redacted]’ mattress is offered by the Simmons Mattress Co., and specifically states the following: Simmons® product that is stained, soiled, or infested with vermin, even if defective. For health and safety reasons, Simmons may not be able to inspect these products to assess whether covered by the warranty, in which case, Simmons reserves the right to deny warranty coverage. The outcome of Ms. [redacted]’ warranty is governed by the guidelines set forth by the manufacturer. Metro Mattress does not have any authority over these guidelines, and therefore cannot change the decision. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at (315) 218-1235. Respectfully, [redacted] Director of Service & Procurement Metro Mattress Corp.
This email is in response to the complaint filed by [redacted] (ID # [redacted]). It is unclear exactly what the issue is solely based on this complaint. We will have the Metro Mattress location in which the purchase was made, reach out to the customer to try and sort the issue out....
If there is a defect in the product that the customer received, Metro Mattress will certainly rectify the situation. Additionally, Metro Mattress will absorb any applicable delivery fees as a gesture of good faith.Respectfully, [redacted]Director of Service & ProcurementMetro Mattress
This email is in response to the complaint filed by Mr. [redacted] (ID #[redacted]). The nature of the complaint concerns the customer receiving a response to a warranty claim. We apologize for the delay. Our records indicate that a warranty approval was issued...
to the store location in which Mr. [redacted] made his purchase. This approval was issued on 03/05/15, and the store staff has reported that they have left a few messages for Mr. [redacted] beginning as early as late last week. At this point, if Mr. [redacted] has not already spoken to the store, he should reach out to them as they do have all the information needed to complete the warranty claim.Respectfully,[redacted]Director of Service & ProcurementMetro Mattress
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
much to my dismay. this was the worst customer service I have ever encountered and will pass this along
This letter is in response to the complaint filed by [redacted], ID #[redacted]. The nature of this complaint pertains to a warranty claim on Ms. [redacted]‘s product. First let us apologize for the delay Ms. [redacted] is experiencing with her warranty claim. It is always our intent to try and...
rectify situations of product failure as quickly as possible. I have confirmed that the store has submitted all of the appropriate paperwork, and that our warranty department has ordered the inspection for this product. The warranty on all bedding sets purchased through Metro Mattress is furnished by the Manufacturer and not Metro Mattress Corp. All decisions concerning the warranty claim are made by the Manufacturer. This includes the validity of the claim, and any replacement model offered. However, as a service to our customers, Metro Mattress does offer to handle the paperwork filing of warranty claims through the manufacturer. This includes all necessary paperwork, inspection, and communication with the consumer. Once we have the inspection information on Ms. [redacted]’s mattress we will be able to have the manufacturer make a decision on the claim. If there are any further questions pertaining to this account, please feel free to reach me during normal business hours at ###-###-####. Respectfully[redacted]. Director of Service & Procurement Metro Mattress Corp.
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]