Dear Mr [redacted] , We are so sorry that your hips and back still hurt and that you have not been satisfied with your mattress purchase from us here at Northern MattressIn your complaint, you are asking for us to take back your mattress with a restocking feeUnfortunately, this is not something that we can doIn our Terms and Conditions (attached to this email) we explain that all mattress sales are final upon sleeping on the mattress (actually opening the bag that they arrive in)We do this because we want each and every customer that purchases a mattress from us to be comfortable knowing that they are getting a brand new mattressThis is even more important when buying a floor model mattress like you didWith this policy, we are able to guarantee that nobody has ever slept on the mattress that you boughtMany companies, as do we, offer sleep trials / comfort guarantees on some of their mattress setsWe have different vendors that we do Sleep Trials with but even on mattresses that have sleep trials, there is never a Sleep Trial associated with a floor model mattress, because they are often discounted so steeplyIn your case, we discounted the mattress by 50% which was over a three thousand dollar discount ($3,299.50)Also, this vendor does not offer Sleep Trials on any of their mattresses regardless of where it is purchased fromWe have offered to sell you the topper that goes on that particular mattress making it softer than it isWe sell it for $2,and even though we have sold the floor model topper that goes with the mattress you purchased, I would order you a new topper at the discounted price that was offered to you earlier -- $1,Thank you, [redacted] * [redacted] , COO
Revdex.com:Although we did not receive any messages or calls on either of our phones on any of the dates mentioned in the response and had our phones in perfectly good working order throughout that time frame, we accept the return of the couch so we may seek a custom order elsewhere Also note that we also contacted the supplier directly and spoke in length to them and reviewed all the options that were available as well as discovering that the sale person had ordered the wrong ottoman to begin withWe wish to have them come and get the loveseat and refund our money so we can find what we want elsewhereAlso note that that as I said in my previous letter, the items were delivered from a truck with no protection or blankets during transit and with no plastic and no covering at all, and was covered in handprints when it arrivedWe have had the couch covered with a sheet since day one, and had no intention of using it without the ottomanWe also took pictures of the couch immediately upon it's arrival and have left it exactly the way it arrived, handprints and allWe would like to arrange pick up of the loveseat as soon as possible I have reviewed the response submitted by the business and have determined that the response will satisfy my issues and/or concerns in reference to complaint # [redacted] providing the company does follow through with their obligationsI understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, *** [redacted]
Northern Mattress And Furniture 1st [redacted] [redacted] Date: October 28th, 2015Dear Mrs***, This letter is to inform you that we recently received your Letter of Complaint to the Revdex.com.On April 15th, you purchased a [redacted] (Twin Creeks) mattress and it was delivered to you on April 19th, In June of you called our store to advise us that the mattress was saggingIn June of 2015, a different, replacement mattress from [redacted] (Swansea CF) was delivered to you after [redacted] determined that, following ***’s procedure for warranty exchanges, that the original mattress was defective.In August of 2015, you called our store to advise us that the replacement mattress was beginning to sag just as the previous one didIn order to attempt to expedite another swap-out of your mattress, your salesperson contacted our [redacted] representative directlyThat salesperson, unfortunately, did not follow the correct steps put in place by [redacted] in order to process an exchange, which include:Pictures of the defective mattress showing no stains.Pictures of under the bed to confirm that there is a proper support system in place.Pictures of the sag with a ruler showing a clear measurement of the dimensions of the sagWhile we don’t doubt that his intentions were good, by not following ***’s correct warranty exchange procedures, he went above and beyond ***’s warranty exchange policy, but was still able to get your mattress exchanged.Your salesperson continued to work with you again to find another, different mattress from ***, but before we could process the exchange order for you, he was advised by you that you were now moving to Florida and instead of an exchange, you now wanted a full refund of the $purchase price plus tax price.***’s policy for warranty exchanges include only the exchange of the mattress, not a refund.You had then requested that someone from our Management department contact you to give you the phone number for [redacted] directly so that you could contact them, explain your situation to them and see what they would do for you as far as receiving a credit from ***From the information we’ve received from the Revdex.com, [redacted] has declined that request.We at Northern Mattress are at a bit of a loss as far as what we can offer you.Your 10-year warranty for your mattress is still intact and you have every right to swap it out for another one, following ***’s correct warranty exchange procedure and that the sag is beyond ¾”We are a Maine-based company and do not have a store in Florida, so we are unable to service you there if there is an issue with your mattress.You have spoken directly to [redacted] personnel and they are not able to give you a credit for a mattress that you can purchase in Florida.Again, we apologize for this issue, but we feel we have attempted to assist you in any way that we can as a Maine-based company.Sincerely, [redacted] : General Manager & [redacted] ***: Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
As of this email, the issue has been resolved by our Service TechnicianHe reported to our Service Manager that he went to the customer's home and fixed the piece to the customer's satisfactionNo further action is being taken by us at this point since the customer's issue with the repair has been
resolved
Northern Mattress And Furniture 1stWestern Ave., P.OBox 88Augusta, ME 04330*** *** *** ***
October 16th, 2017Dear Mr***, This letter is in response to your Letter of Complaint to the Revdex.comWe apologize for the inconvenience that this
is causingThis is very frustrating for us as wellWe were under the impression that all matching ottomans could have contrast piping done to match the setOur goal is always to get the customer exactly what they wantAs per the discussion with your sales associate on the day of delivery (9/8/17), we were surprised also that it did not come in with the specifications that you had desiredThe sales associate suggested that you refuse delivery on the ottoman because it was not what was ordered Also as you had stated in your letter to the Revdex.com, your sale associate talked to you again on 9/15/to inform you that we had already ordered the ottoman again with the vendorIt wasn’t until weeks later that we received an email stating that we were not able to order that particular ottoman due to the Vendor discontinuing the ottomanThis is when in our paperwork it shows that we had left a message (9/22/17) for a return phone callIn the meantime, we tried contacting the vendor plus our vendor rep to see what the options were and were waiting their responseOur sale associate did leave another message again on Friday, October On Sunday, October 15, is when our sales associate and you were able to touch base via phone where most of the information was discussedThis is also the day that the subsequent Revdex.com complaint was filedAt this time, we will refund the cost of the ottoman and the loveseat plus the applicable taxes for each item ($1543.43)We will need to inspect the loveseat to determine that it is still in new conditionUpon completion of the inspection, we will issue a refund to the credit card used in the initial purchaseIf you need the loveseat to be picked up by our delivery team, please give us a call and we can schedule a time to pick it up or the loveseat can be dropped off at our warehouse in AugustaPlease let us know how we can best help you in getting this returnedSincerely, *** ***, COO
Dear Mr. [redacted], We are so sorry that your hips and back still hurt and that you have not been satisfied with your mattress purchase from us here at Northern Mattress. In your complaint, you are asking for us to take back your mattress with a restocking fee. Unfortunately, this is not...
something that we can do. In our Terms and Conditions (attached to this email) we explain that all mattress sales are final upon sleeping on the mattress (actually opening the bag that they arrive in). We do this because we want each and every customer that purchases a mattress from us to be comfortable knowing that they are getting a brand new mattress. This is even more important when buying a floor model mattress like you did. With this policy, we are able to guarantee that nobody has ever slept on the mattress that you bought. Many companies, as do we, offer sleep trials / comfort guarantees on some of their mattress sets. We have 4 different vendors that we do Sleep Trials with but even on mattresses that have sleep trials, there is never a Sleep Trial associated with a floor model mattress, because they are often discounted so steeply. In your case, we discounted the mattress by 50% which was over a three thousand dollar discount ($3,299.50). Also, this vendor does not offer Sleep Trials on any of their mattresses regardless of where it is purchased from. We have offered to sell you the topper that goes on that particular mattress making it softer than it is. We sell it for $2,699 and even though we have sold the floor model topper that goes with the mattress you purchased, I would order you a new topper at the discounted price that was offered to you earlier -- $1,250. Thank you, [redacted]. [redacted], COO
Revdex.com:Although we did not receive any messages or calls on either of our phones on any of the dates mentioned in the response and had our phones in perfectly good working order throughout that time frame, we accept the return of the couch so we may seek a custom order elsewhere. Also note that we also contacted the supplier directly and spoke in length to them and reviewed all the options that were available as well as discovering that the sale person had ordered the wrong ottoman to begin with. We wish to have them come and get the loveseat and refund our money so we can find what we want elsewhere. Also note that that as I said in my previous letter, the items were delivered from a truck with no protection or blankets during transit and with no plastic and no covering at all, and was covered in handprints when it arrived. We have had the couch covered with a sheet since day one, and had no intention of using it without the ottoman. We also took pictures of the couch immediately upon it's arrival and have left it exactly the way it arrived, handprints and all. We would like to arrange pick up of the loveseat as soon as possible.
I have reviewed the response submitted by the business and have determined that the response will satisfy my issues and/or concerns in reference to complaint #[redacted] providing the company does follow through with their obligations. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Northern Mattress And Furniture 1st[redacted]Date: October 28th, 2015Dear Mrs. [redacted], This letter is to inform you that we recently received your Letter of Complaint to the Revdex.com.On April 15th,...
you purchased a [redacted] (Twin Creeks) mattress and it was delivered to you on April 19th, 2014. In June of 2015 you called our store to advise us that the mattress was sagging. In June of 2015, a different, replacement mattress from [redacted] (Swansea CF) was delivered to you after [redacted] determined that, following [redacted]’s procedure for warranty exchanges, that the original mattress was defective.In August of 2015, you called our store to advise us that the replacement mattress was beginning to sag just as the previous one did. In order to attempt to expedite another swap-out of your mattress, your salesperson contacted our [redacted] representative directly. That salesperson, unfortunately, did not follow the correct steps put in place by [redacted] in order to process an exchange, which include:Pictures of the defective mattress showing no stains.Pictures of under the bed to confirm that there is a proper support system in place.Pictures of the sag with a ruler showing a clear measurement of the dimensions of the sag. While we don’t doubt that his intentions were good, by not following [redacted]’s correct warranty exchange procedures, he went above and beyond [redacted]’s normal warranty exchange policy, but was still able to get your mattress exchanged.Your salesperson continued to work with you again to find another, different mattress from [redacted], but before we could process the exchange order for you, he was advised by you that you were now moving to Florida and instead of an exchange, you now wanted a full refund of the $799.95 purchase price plus tax price.[redacted]’s policy for warranty exchanges include only the exchange of the mattress, not a refund.You had then requested that someone from our Management department contact you to give you the phone number for [redacted] directly so that you could contact them, explain your situation to them and see what they would do for you as far as receiving a credit from [redacted]. From the information we’ve received from the Revdex.com, [redacted] has declined that request.We at Northern Mattress are at a bit of a loss as far as what we can offer you.Your 10-year warranty for your mattress is still intact and you have every right to swap it out for another one, following [redacted]’s correct warranty exchange procedure and that the sag is beyond 1 ¾”. We are a Maine-based company and do not have a store in Florida, so we are unable to service you there if there is an issue with your mattress.You have spoken directly to [redacted] personnel and they are not able to give you a credit for a mattress that you can purchase in Florida.Again, we apologize for this issue, but we feel we have attempted to assist you in any way that we can as a Maine-based company.Sincerely,[redacted]: General Manager & [redacted]: Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Dear Mr [redacted] , We are so sorry that your hips and back still hurt and that you have not been satisfied with your mattress purchase from us here at Northern MattressIn your complaint, you are asking for us to take back your mattress with a restocking feeUnfortunately, this is not something that we can doIn our Terms and Conditions (attached to this email) we explain that all mattress sales are final upon sleeping on the mattress (actually opening the bag that they arrive in)We do this because we want each and every customer that purchases a mattress from us to be comfortable knowing that they are getting a brand new mattressThis is even more important when buying a floor model mattress like you didWith this policy, we are able to guarantee that nobody has ever slept on the mattress that you boughtMany companies, as do we, offer sleep trials / comfort guarantees on some of their mattress setsWe have different vendors that we do Sleep Trials with but even on mattresses that have sleep trials, there is never a Sleep Trial associated with a floor model mattress, because they are often discounted so steeplyIn your case, we discounted the mattress by 50% which was over a three thousand dollar discount ($3,299.50)Also, this vendor does not offer Sleep Trials on any of their mattresses regardless of where it is purchased fromWe have offered to sell you the topper that goes on that particular mattress making it softer than it isWe sell it for $2,and even though we have sold the floor model topper that goes with the mattress you purchased, I would order you a new topper at the discounted price that was offered to you earlier -- $1,Thank you, [redacted] * [redacted] , COO
Revdex.com:Although we did not receive any messages or calls on either of our phones on any of the dates mentioned in the response and had our phones in perfectly good working order throughout that time frame, we accept the return of the couch so we may seek a custom order elsewhere Also note that we also contacted the supplier directly and spoke in length to them and reviewed all the options that were available as well as discovering that the sale person had ordered the wrong ottoman to begin withWe wish to have them come and get the loveseat and refund our money so we can find what we want elsewhereAlso note that that as I said in my previous letter, the items were delivered from a truck with no protection or blankets during transit and with no plastic and no covering at all, and was covered in handprints when it arrivedWe have had the couch covered with a sheet since day one, and had no intention of using it without the ottomanWe also took pictures of the couch immediately upon it's arrival and have left it exactly the way it arrived, handprints and allWe would like to arrange pick up of the loveseat as soon as possible I have reviewed the response submitted by the business and have determined that the response will satisfy my issues and/or concerns in reference to complaint # [redacted] providing the company does follow through with their obligationsI understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, *** [redacted]
Northern Mattress And Furniture 1st [redacted] [redacted] Date: October 28th, 2015Dear Mrs***, This letter is to inform you that we recently received your Letter of Complaint to the Revdex.com.On April 15th, you purchased a [redacted] (Twin Creeks) mattress and it was delivered to you on April 19th, In June of you called our store to advise us that the mattress was saggingIn June of 2015, a different, replacement mattress from [redacted] (Swansea CF) was delivered to you after [redacted] determined that, following ***’s procedure for warranty exchanges, that the original mattress was defective.In August of 2015, you called our store to advise us that the replacement mattress was beginning to sag just as the previous one didIn order to attempt to expedite another swap-out of your mattress, your salesperson contacted our [redacted] representative directlyThat salesperson, unfortunately, did not follow the correct steps put in place by [redacted] in order to process an exchange, which include:Pictures of the defective mattress showing no stains.Pictures of under the bed to confirm that there is a proper support system in place.Pictures of the sag with a ruler showing a clear measurement of the dimensions of the sagWhile we don’t doubt that his intentions were good, by not following ***’s correct warranty exchange procedures, he went above and beyond ***’s warranty exchange policy, but was still able to get your mattress exchanged.Your salesperson continued to work with you again to find another, different mattress from ***, but before we could process the exchange order for you, he was advised by you that you were now moving to Florida and instead of an exchange, you now wanted a full refund of the $purchase price plus tax price.***’s policy for warranty exchanges include only the exchange of the mattress, not a refund.You had then requested that someone from our Management department contact you to give you the phone number for [redacted] directly so that you could contact them, explain your situation to them and see what they would do for you as far as receiving a credit from ***From the information we’ve received from the Revdex.com, [redacted] has declined that request.We at Northern Mattress are at a bit of a loss as far as what we can offer you.Your 10-year warranty for your mattress is still intact and you have every right to swap it out for another one, following ***’s correct warranty exchange procedure and that the sag is beyond ¾”We are a Maine-based company and do not have a store in Florida, so we are unable to service you there if there is an issue with your mattress.You have spoken directly to [redacted] personnel and they are not able to give you a credit for a mattress that you can purchase in Florida.Again, we apologize for this issue, but we feel we have attempted to assist you in any way that we can as a Maine-based company.Sincerely, [redacted] : General Manager & [redacted] ***: Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***
As of this email, the issue has been resolved by our Service TechnicianHe reported to our Service Manager that he went to the customer's home and fixed the piece to the customer's satisfactionNo further action is being taken by us at this point since the customer's issue with the repair has been
resolved
Northern Mattress And Furniture 1stWestern Ave., P.OBox 88Augusta, ME 04330*** *** *** ***
October 16th, 2017Dear Mr***, This letter is in response to your Letter of Complaint to the Revdex.comWe apologize for the inconvenience that this
is causingThis is very frustrating for us as wellWe were under the impression that all matching ottomans could have contrast piping done to match the setOur goal is always to get the customer exactly what they wantAs per the discussion with your sales associate on the day of delivery (9/8/17), we were surprised also that it did not come in with the specifications that you had desiredThe sales associate suggested that you refuse delivery on the ottoman because it was not what was ordered Also as you had stated in your letter to the Revdex.com, your sale associate talked to you again on 9/15/to inform you that we had already ordered the ottoman again with the vendorIt wasn’t until weeks later that we received an email stating that we were not able to order that particular ottoman due to the Vendor discontinuing the ottomanThis is when in our paperwork it shows that we had left a message (9/22/17) for a return phone callIn the meantime, we tried contacting the vendor plus our vendor rep to see what the options were and were waiting their responseOur sale associate did leave another message again on Friday, October On Sunday, October 15, is when our sales associate and you were able to touch base via phone where most of the information was discussedThis is also the day that the subsequent Revdex.com complaint was filedAt this time, we will refund the cost of the ottoman and the loveseat plus the applicable taxes for each item ($1543.43)We will need to inspect the loveseat to determine that it is still in new conditionUpon completion of the inspection, we will issue a refund to the credit card used in the initial purchaseIf you need the loveseat to be picked up by our delivery team, please give us a call and we can schedule a time to pick it up or the loveseat can be dropped off at our warehouse in AugustaPlease let us know how we can best help you in getting this returnedSincerely, *** ***, COO
Dear Mr. [redacted], We are so sorry that your hips and back still hurt and that you have not been satisfied with your mattress purchase from us here at Northern Mattress. In your complaint, you are asking for us to take back your mattress with a restocking fee. Unfortunately, this is not...
something that we can do. In our Terms and Conditions (attached to this email) we explain that all mattress sales are final upon sleeping on the mattress (actually opening the bag that they arrive in). We do this because we want each and every customer that purchases a mattress from us to be comfortable knowing that they are getting a brand new mattress. This is even more important when buying a floor model mattress like you did. With this policy, we are able to guarantee that nobody has ever slept on the mattress that you bought. Many companies, as do we, offer sleep trials / comfort guarantees on some of their mattress sets. We have 4 different vendors that we do Sleep Trials with but even on mattresses that have sleep trials, there is never a Sleep Trial associated with a floor model mattress, because they are often discounted so steeply. In your case, we discounted the mattress by 50% which was over a three thousand dollar discount ($3,299.50). Also, this vendor does not offer Sleep Trials on any of their mattresses regardless of where it is purchased from. We have offered to sell you the topper that goes on that particular mattress making it softer than it is. We sell it for $2,699 and even though we have sold the floor model topper that goes with the mattress you purchased, I would order you a new topper at the discounted price that was offered to you earlier -- $1,250. Thank you, [redacted]. [redacted], COO
Revdex.com:Although we did not receive any messages or calls on either of our phones on any of the dates mentioned in the response and had our phones in perfectly good working order throughout that time frame, we accept the return of the couch so we may seek a custom order elsewhere. Also note that we also contacted the supplier directly and spoke in length to them and reviewed all the options that were available as well as discovering that the sale person had ordered the wrong ottoman to begin with. We wish to have them come and get the loveseat and refund our money so we can find what we want elsewhere. Also note that that as I said in my previous letter, the items were delivered from a truck with no protection or blankets during transit and with no plastic and no covering at all, and was covered in handprints when it arrived. We have had the couch covered with a sheet since day one, and had no intention of using it without the ottoman. We also took pictures of the couch immediately upon it's arrival and have left it exactly the way it arrived, handprints and all. We would like to arrange pick up of the loveseat as soon as possible.
I have reviewed the response submitted by the business and have determined that the response will satisfy my issues and/or concerns in reference to complaint #[redacted] providing the company does follow through with their obligations. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Northern Mattress And Furniture 1st[redacted]Date: October 28th, 2015Dear Mrs. [redacted], This letter is to inform you that we recently received your Letter of Complaint to the Revdex.com.On April 15th,...
you purchased a [redacted] (Twin Creeks) mattress and it was delivered to you on April 19th, 2014. In June of 2015 you called our store to advise us that the mattress was sagging. In June of 2015, a different, replacement mattress from [redacted] (Swansea CF) was delivered to you after [redacted] determined that, following [redacted]’s procedure for warranty exchanges, that the original mattress was defective.In August of 2015, you called our store to advise us that the replacement mattress was beginning to sag just as the previous one did. In order to attempt to expedite another swap-out of your mattress, your salesperson contacted our [redacted] representative directly. That salesperson, unfortunately, did not follow the correct steps put in place by [redacted] in order to process an exchange, which include:Pictures of the defective mattress showing no stains.Pictures of under the bed to confirm that there is a proper support system in place.Pictures of the sag with a ruler showing a clear measurement of the dimensions of the sag. While we don’t doubt that his intentions were good, by not following [redacted]’s correct warranty exchange procedures, he went above and beyond [redacted]’s normal warranty exchange policy, but was still able to get your mattress exchanged.Your salesperson continued to work with you again to find another, different mattress from [redacted], but before we could process the exchange order for you, he was advised by you that you were now moving to Florida and instead of an exchange, you now wanted a full refund of the $799.95 purchase price plus tax price.[redacted]’s policy for warranty exchanges include only the exchange of the mattress, not a refund.You had then requested that someone from our Management department contact you to give you the phone number for [redacted] directly so that you could contact them, explain your situation to them and see what they would do for you as far as receiving a credit from [redacted]. From the information we’ve received from the Revdex.com, [redacted] has declined that request.We at Northern Mattress are at a bit of a loss as far as what we can offer you.Your 10-year warranty for your mattress is still intact and you have every right to swap it out for another one, following [redacted]’s correct warranty exchange procedure and that the sag is beyond 1 ¾”. We are a Maine-based company and do not have a store in Florida, so we are unable to service you there if there is an issue with your mattress.You have spoken directly to [redacted] personnel and they are not able to give you a credit for a mattress that you can purchase in Florida.Again, we apologize for this issue, but we feel we have attempted to assist you in any way that we can as a Maine-based company.Sincerely,[redacted]: General Manager & [redacted]: Operations Manager
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
Regards,
[redacted]