Midwest Quality Bedding Inc.

In response to the above referenced claim, Midwest Quality Bedding dba Mattress Mart is satisfied that the results of our investigation clearly prove that the damage to Ms***'s garage door was not the result of any action by our delivery team, and not the responsibility of either our delivery company or Mattress Mart. If Ms*** can provide any additional information or conclusive evidence that we are responsible, we will be glad to re-address her claim. In the absence of this, we consider this situation concludedPlease contact me if any further information is required

My "veersion of events" is FAR from "completely false."
I have the paperwork to back it up! While in the store, I mentioned the internet ad The salesman/manager, *** ***, advised me (in front of witnesses) that the box spring did not come with the mattress for the price quoted
Only the following day, when I went in with a print-out of the ad in my hand, only then did he add the box springs to my order for no additional charge I can send you a copy of the amended work order as proof of my claim
He attempted to not honor the ad!
If I had not had the print-out, I would have been charged an additional $for the set I have his business card, my original reciept, and the amended work order/ invoice

We strongly recommend that this customer file an insurance claim so that an adjustor can demonstrate to her that her damage could not possibly have been caused by our delivery truck. We have gone to her home, with our delivery truck, to show her that it is impossible for us to have done
this. The points of impact are lower than any bumper or parts of the truck. She has incurred damage, but more likely from a low-profile vehicle or passenger carFurthermore, many of her stated claims are quite and misleading. Our delivery team does always attempt to call one hour before arrival, but will proceed to the address if nobody answers. The members of our two-man delivery team were not both "young men" - one of them is years old, and they are both very professional and responsibleHer children are teenage boys over six feet tall, not little toddlers as she would lead you to believe. I personally went to her home with my delivery contractor to inspect the door. We did try to call first, but got no answer. One of her sons eventually answered the door and came out to discuss the situation with us. There was never any screaming or yelling - just a calm explanation of how our truck could not possibly have caused the damage. Also, I had made a trip to her home on 06/05/to set up her bed frame (the original delivery occurred on 06/03/15). There was no mention at all of any damage at that time Please feel free to contact me for any additional information

will see

Customer was issued a full refund on April 2014. This resolved the situation to the customer's satisfaction

The bed Mr. *** purchased has a normal retail price of $2,760.00, but the price had been reduced to liquidate all floor...

models due to the fact the Simmons Co. had discontinued this particular model, and new sets were no longer available.  Apparently there was a misunderstanding of this fact at the point of purchase.  We do deeply apologize if Mr. B*** had failed to disclose this information, but the price card on the floor model would have shown the “Normal” price and the “As Is” price of $1,000.00 for the floor-model purchase.  The set was delivered to Mr. *** on 03/11/15, he called the store to address his dissatisfaction on 03/12/15, and our company picked up the merchandise from his residence for return on 03/13/15.  His full purchase price of $1,000.00 was credited back to his credit card on 04/07/15.  Since this incident we have had additional training with our entire sales staff to emphasize that any floor model sales must be clearly indicated on all copies of the sales invoice, and signed by each customer, prior to them leaving the store.
 
Thank You,

As this customer stated this has been resolved but we at Mattress Mart would like to make it clear that the customers version of events it completely false we strive to give the best customer service the Please let us know if you need more information from us in reference to this matter Thank...

you

We do apologize for any inconvenience caused by a lack of communication within our organization, and directly to our customers.  While I do not have first-hand knowledge of exactly what transpired during this transaction, please be assured that the company will always honor advertised pricing, guarantees, and free add-ons such as delivery.  The requests of Ms. Hayes were addressed and rectified, and our Sales Manager ([redacted] at that time) has devoted a greater amount of effort to keep all sales associates up-to-date with any and all advertisements the company may be actively running at any given time.
 
 
Thank You,
 
[redacted]
V.P. Operations & Logistics
Midwest Quality Bedding
Dba Mattress Mart
8400 Industrial Pkwy.
Plain City, OH 43064

The only reason I received a credit was because of my credit card company, the business did everything they could to try and stick me with the mattress.  Mr. B[redacted] tried to justify his actions regarding this purchase.  Mr. B[redacted] knowingly committed fraud by not disclosing that I was purchasing a floor model.  He did not indicate anywhere on the receipt that I signed, nor did he verbally tell me that I was purchasing a floor model.  Then after I signed the receipt, he wrote in that it was a floor model.  I have my carbon copy of the receipt, and it does not indicate that I was purchasing a floor model.  If needed, I will provide both copies of the receipt.  It's great that you have now trained your employees how to do their jobs, after one has been caught committing fraud.  I have told everyone that I know to be careful if they go into one of your stores to look for mattresses.

They are lying about everything. Their truck damaged my door. There were two YOUNG man not the older Hispanic man you are referring to. You and the other Hispanic man were fighting and yelling at each other. My neighbor saw all the arguments between you all.  My older son is only 15 year old and the youngest child that was there that day was 2 years old.You company send a mob to my house and terrorized my family.  You have no right to come to my property without an adult present and without an appoint. Your President [redacted] had already admitted that he send Mr. [redacted] without telling me and apologized!Excuse me! Don't insult my intelligence.  You need to learn about customer service. Don't call me a liar after I gave you my money to get your product. As I told your company before, come and get your product out of my house( CALL FIRST DON'T COME WITHOUT ME THERE) and I will dispute this with my credit card company. You will repair the damage you did to my home.

We strongly recommend that this customer file an insurance claim so that an adjustor can demonstrate to her that her damage could not possibly have been caused by our delivery truck.  We have gone to her home, with our delivery truck,  to show her that it is impossible for us to have...

done this.  The points of impact are lower than any bumper or parts of the truck.  She has incurred damage, but more likely from a low-profile vehicle or passenger car. Furthermore, many of her stated claims are quite false and misleading.  Our delivery team does always attempt to call one hour before arrival, but will proceed to the address if nobody answers.  The members of our two-man delivery team were not both "young men" - one of them is 50 years old, and they are both very professional and responsible. Her children are teenage boys over six feet tall, not little toddlers as she would lead you to believe.  I personally went to her home with my delivery contractor to inspect the door.  We did try to call first, but got no answer.  One of her sons eventually answered the door and came out to discuss the situation with us.  There was never any screaming or yelling - just a calm explanation of how our truck could not possibly have caused the damage.  Also, I had made a trip to her home on 06/05/15 to set up her bed frame (the original delivery occurred on 06/03/15).  There was no mention at all of any damage at that time Please feel free to contact me for any additional information.