Northwest Bedding Company, Inc.

Thank you for contacting Nothwest Bedding Inc. We appreciate that you have notified us regarding this customers situation. We take these matters seriously and want to ensure the proper steps are followed so a resoulution can be reached in a timely matter.
For reference to your complaint:[redacted]
I...

show in the customers purchase history a Med-Lift Lift Chair on July 2, 2013.
The chair was picked up on June 14, 2016 to repair the electrical hand control that was defective. The electrical parts on this lift-chair service a four-year parts and labor warranty.
The hand control had electrical tape around the cord. This could be determined as to the cause of the electrical shorting out on the remote. The manufacturer has granted our authority to fix the chair regardless of the warranty issue. They will be shipping a replacement hand unit. We will fix the chair under the warranty service agreement ay no charge. However, according to the warranty the customer will be responsible for the transportation charge of 108.70 and the chair will be gone for two weeks. Please note that the customer was not charged for the previous transportation fee.
I will notify the customer to schedule pick up of the chair when we recieve the new parts in approx. two weeks.
Regards,
Northwest Bedding Inc. - Retail Manager
BE

Feb 2 2016We gave them their money back and are picking up the mattress tomorrow

Complaint: [redacted]I am rejecting this response because:I have a recording from when Northwest Bedding left a phone message where they said (The have attempted everything to fix the problem but can't and they were returning the chair.) The chair was returned and I found a short in the remote control from normal ware(wire had broken). I called a supplier and had them send me a remote, whichI plugged in and the problem was fixed. They didn't even try. The part was $88.00 which I paid. I don't need there questionable service any longer. Their warranty work is in the pits. The company has a minus 10 rating [redacted]

Review: we purchased the bed in March of 2011 and in September of 2013 I believe is the correct year we had to send mattress back to manufacturer to rebuild due to breakdown of material now being two years later the bed / material is breaking down again I have contacted [redacted] and spoke with him regarding the issue and his exact words were it is the nature of the bed we can no longer unfortunately do anything else to correct the issue. I am Not sure how a company can sell a product at $1,500 and in two years it breaks down and then fixed with supposedly better material and now two years later it breaks down again.Desired Settlement: I now would like the bed at their cost to be picked up since I paid for pickup and delivery on the first failure and have it completely rebuilt or a new mattress as a replacement I want a full warranty that will guarantee the bed free of workmanship and materials

Business

Response:

Wow! I have not even received his warranty form to review. Our warranty excludes transportation and actually excludes second warranty repairs. As it states that repaired mattresses are not covered under the warranty.We modified this mattress 2 years ago to his needs, and at this point since I have not received his new claim( which I allowed beyond the terms of our warranty ) I can not make any determination. We make no money on transportation and he will be charged that if his new claim is valid. He can bring the product in himself and pick it up at no charge. I can say that if there are defects they will be addressed.[redacted]

The management at NW Bedding is wonderful, if there is any problem at all they take care of it. I worked with the best and the best came through, thank you so much for dealing with me. You guys rock. Thank you for the help and the mattress set. Again, the management is wonderful

Review: This is our Second mattress in 10 years and the quality is dismal at best. We spent our hard earned money on our first mattress, and it was awful in no time. We wrote the company and they said they would give us a discounted mattress.And that they did discounted in quality. This one went soft on us fairly quick, so we did everything to try and preserve it . Like flipping it over every six months. Understanding the warranty is one thing , but as a company working around it is another thing. There is no way I could get by doing this to our customers, nor would I want too.Desired Settlement: Just make it right and get us a quality mattress, We spent the money Twice with this company

Business

Response:

I received their warranty information on Wednesday and responded with a letter stating I needed two things to complete their warranty claim; 1- a picture of their mattress showing the claimed defects and 2- proof of purchase. These items are key in determining the validity of the complaint and charting the proper course to take. Since I just mailed this to them on Thursday Feb. 6; I am somewhat baffled why they involved the Revdex.com at this time as I have not even had a chance to properly review their claim to make an informed decision. Please assure [redacted] that once I receive the information requested I will make the fairest adjustment possiible

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Revdex.com:

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.

[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards,

[redacted] ........... Here are the documents that

we received, also the ones we sent. They never sent us a letter stating anything

about our original request. Just a statement telling us why they don't warranty

certain issues along with the documentation that we were missing. We are in the

process of pulling our receipts from our credit union. This is our second time

thru this with Northwest Bedding. The first time we did it on our own and it was

like pulling teeth. And we are still without a quality mattress and we had to

pay them besides.

I have been to several places looking for a mattress, and this place treated me like a king. No pressure knowledgeable staff. Price I got mattress for was unbelievable. Me and my wife sleep in separate rooms at home due to my health issues. She is going to need a bed at some point in the future, I wont go shopping anywhere else for a bed.
Northwest Bedding is the only place I would recommend to purchase a mattress.
They have my business for life.

Review: Very sub par mattress, they have made no attempt personally to make this correct. Case was closed due to some info being sent to a trash file. We did attempt to send in all info records indicate we have responded as soon as we have ben notafie I do not accept the response made by the business to resolve this complaint Sent Via: Email (ODR) From: [redacted] From Email: [redacted] To: Revdex.com Serving E WA, N ID & MT Subject: I do not accept the response made by the business to resolve this complaint Date Sent: 2/12/2014 9:42:54 PM Attachments: NW Bedding.docx Northwest Bedding1.pdf Northwest Bedding.pdf Northwest Bedding1.pdf Click here for printer friendly version [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 9919340, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted] 9919340 ........... Here are the documents that we received, also the ones we sent. They never sent us a letter stating anything about our original request. Just a statement telling us why they don't warranty certain issues along with the documentation that we were missing. We are in the process of pulling our receipts from our credit union. This is our second time thru this with Northwest Bedding. The first time we did it on our own and it was like pulling teeth. And we are still without a quality mattress and we had to pay them besides. [redacted]. Attachments: NW Bedding.docx Northwest Bedding1.pdf Northwest Bedding.pdf segbndCwDesired Settlement: They make NO effort to communicate with us personally. We sent in our last paper work with all that is required with NO communication. Pictures and description were sent. Very Shady Business.This is our Second mattress in 10 years and the quality is dismal at best. We spent our hard earned money on our first mattress, and it was awful in no time. We wrote the company and they said they would give us a discounted mattress. And that they did discounted in quality. This one went soft on us fairly quick, so we did everything to try and preserve it . Like flipping it over every six months. Understanding the warranty is one thing , but as a company working around it is another thing. There is no way I could get by doing this to our customers, nor would I want too.

Business

Response:

Once again I have no problem giving their compliant a fair review and resolution, as stated before I cannot comment on an issue that I have not seen. Once I have something to look at to determine the beat course for this customer,I assure that any valid problem will be corrected

Nw bedding delivered my 1,200 mattress and broke off two major limbs on my ornamental flowering cherry tree with their truck. I contacted them via phone 3 times and emailed twice and they have not returned my call. I have purchased all my mattresses there because of the perceived integrity of their business. I will easily find another place to buy my next mattress. I have asked them for compensation,!but they have ignored all if my communication.

Review: We purchased the Chiropractic bed in April of 2015 and within 6 months the bed started to become uncomfortable and I began noticing impressions in the bed. As they became deeper it was more difficult to sleep on the bed without waking up with terrible back aches. We turned the bed which didn't help the issue at all. In January of 2016 we went into the store to talk to our salesman about the issue he handed us a form that we had to fill out and take pictures with doing all the ridicules measurements. Other mattress companies send someone out to as the bed for imperfections but they wanted us to do all the work. We went home and looked at the bed and put a very long level on the bed and thought WHY are we doing all this! So we went back to the store and spoke with him again and got the managers name and my husband spoke with him. We had the understanding from the phone call that we could go into the store and pick our another mattress and if the one we pick was a higher price we would pay the difference. When we got there the salesman said he spoke to the manager and we could chose from a couple of mattresses and they would rebuild our mattress from the springs up to match the one we chose. At this point what choice did we have, we couldn't sleep on the one we had. so we chose a bed that had better foam and better latex on top of the springs. The bed we chose had different springs then ours but our salesman stated that with what we chose our bed should be VERY comfortable. So we had to pay an extra $100 to have them pick up our bed, which they did on 1/14/16 and redelivered it on 1/19/16 of course all that time we had to sleep on the couch. When our bed left it was approximately 15 1/2" high and when new soft and comfortable and when it was redelivered it was 14" high and hard as a rock. By the second night my back hurt so bad I couldn't even take a deep breath!! By the third night my husband and I noticed that on his side there was already a body impression starting. We took off the sheets on mattress pad and wow at least a 2" body impression after only 3 days. My side didn't have much because I wasn't sleeping in it as much because of my back. My husband was waking up with backaches as well. Friday afternoon I took my tablet and we took that same long level and I took pictures and I went right back down to the store and showed the salesman and I had to make him call the manager and I was eventually told that there was nothing they were going to do for us. So now we are stuck with a mattress that we can't sleep on and no money to purchase a new one.Desired Settlement: At this point I'm not happy with the way that Northwest Bedding does business and I'm not happy with their beds and I want a full refund including the last $100 delivery fee so that I can go somewhere else and buy a new bed. The sad part of this whole situation is that we had already bought a bed and then decided to go into Northwest Bedding because we thought it would be good to keep the money here in Spokane.

Business

Response:

Feb 2 2016We gave them their money back and are picking up the mattress tomorrow