Panache Hair Studio & Day Spa, LLC

This business response and documents were received by Revdex.com via emailSTATE ROAD ? CLEVELAND, OHIO 44134PHONE: ? FAX: 216.661.2337www.originalmattress.comNovember 21, [redacted] Revdex.comEuclid Avenue, 4th FloorCleveland, OH 44115-2408RE: Revdex.com Complaint ID [redacted] I have received your letter dated November 17, regarding the dispute submitted by [redacted] Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.We have thoroughly reviewed all documentation on our correspondences with [redacted] since her initial purchase on July 30, and feel we have stood behind our product and provided her a few options to address her concerns Our records indicate the following: [redacted] visited our Factory showroom on Sunday, July 30, looking to purchase a king set of bedding and was assisted by our sales associate, Tom K [redacted] Tom explained our products to [redacted] and assisted her in making an informed decision on which mattress would be best for her needs Based on her needs and preferences, [redacted] selected the Orthopedic Super Pillow Top mattress setThe King set of Orthopedic Super Pillow Top was delivered on Monday, July 31, (See invoice [redacted] This was signed for that it was received in good conditionOn Friday, August 4, 2017, [redacted] called the Factory showroom and spoke to Sean G [redacted] stating that the mattress was too hard and that she felt that there was padding missing She claimed it did not feel like to showroom model Sean recommended that [redacted] give it a little more time to allow her body to adjust to the new mattress as she had only had it for less than a week Sean explained our comfort replacement policy to [redacted] and informed her that she had one year to exercise that option if she needed it She stated the mattress felt like a board and not like the showroom floor model She wasn’t sure she was delivered the correct mattress Sean advised [redacted] that he would fill out a customer service form for our customer service representative to contact her.On Friday, August 4th, our customer service representative Tom V [redacted] contacted [redacted] regarding her service request [redacted] stated to Tom that she was sure that something was wrong with the way the mattress was made Tom informed [redacted] that he could not tell without looking at the mattress Tom offered at $foam topper to [redacted] at no charge to help with the comfort until the service appointment [redacted] agreed to pick up the topper at the Factory showroom Tom setup a time to inspect the product in [redacted] home on Monday, August 14, On Monday, August 14, 2017, Tom visited [redacted] home and confirmed that the mattress was an Orthopedic Super Pillow Top, as ordered Tom found that the mattress was within our stated specifications and free from any visible defects With regards to thickness compared to the showroom floor model, [redacted] mattress was the same Tom informed [redacted] that while there didn’t appear to be any issues, the only way to be certain that everything was built correctly was to bring the mattress back into our factory, take it apart and inspect each layer of material to ensure that there are no defects and that the materials and construction are correct He invited [redacted] to be present for this inspection so that you too could verify that all was in order If she agreed to be present, we would waive all pick-up, redelivery and labor fees associated with this transaction Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment During this discussion Tom took the opportunity to explain the comfort policy to [redacted] In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a onetime replacement option The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues We will absorb 75% of the list price to assist the customer who made a selection mistake In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model The customer is also responsible for all applicable piand delivery fees.This option is available to [redacted] until July 31, On Thursday, September 7, 2017, we received a credit card chargeback notification from Merchant Services that [redacted] was disputing the charge stating the reason was defective merchandise/not as described We sent in a chargeback response with the information requested Merchant Services reversed the chargeback in favor of Original Mattress Factory stating that customer did purchase the merchandise and that we were trying to work with the customer under our policies and procedures A copy of the chargeback documentation is attached.On Friday, October 20, 2017, we received a second credit card chargeback notification from Merchant Services that [redacted] was again disputing the charge We presented Merchant Services with the options that were given to [redacted] The option to replace the mattress under our comfort replacement policy or the option to have the mattress inspected in our factory Merchant Services again ruled in the favor of Original Mattress Factory and advised the customer to contact our customer service representative A copy of the chargeback documentation is attached.We are committed to addressing the concerns of [redacted] However, there are several statements in [redacted] letter that we would like to address: [redacted] mentioned that she “purchased a SOFT bed” She is correct, the Orthopedic Super Pillow Top is one of our softest innerspring mattresses One of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different mattresses in order to decide which mattress is suitable for their personal comfort needs The products we sell are built to the same product specifications and comfort levels as the products on display in the showroom We encourage all customers to try out the mattresses in person since we do not accept returns or exchanges and because comfort is an individual preference [redacted] states “I guess they falsely advertise their mattresses and customer service They just want more money.” I understand that [redacted] is frustrated, but these statements are false We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive [redacted] or any other customer as she infers in her letter The claim that we just want “more money” is offset by the facts First, the mattress pad that was provided was given to her free of charge Second, we have offered to inspect the mattress in our factory to ensure that it was properly constructed If she is present for the inspection there will be no delivery charges Finally, if she avails herself of the comfort replacement policy and selects another mattress she will get that mattress for 25% of the list price of the lowest priced selected model Selling our mattresses for 25% of the list price is done to ensure that our customers are satisfied with their comfort choice As is evident, none of these actions have the effect of giving The Original Mattress Factory “more money.”In her complaint filing to the Revdex.com, [redacted] makes a reference that she doesn’t believe the mattress is like the showroom model Please note that our floor models are pulled directly from inventory and are built to the exact specifications as defined within our quality assurance program If we knowingly built beds that were out of specification, this would be obvious during the factory inspection process, which we invited the customer to be present for Further, we wouldn’t invite customers to come and see for themselves It is because we stand behind our products and because we follow strict guidelines for quality in our manufacturing process that we are confident that the constructions are correct and are willing to walk through that with the customer The Orthopedic Super Pillow Top has been part of our core lineup since and has been very well received by our customers If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers and would likely not be in business after all of these years [redacted] ’s statement about being charged for a mattress pad is incorrect Our customer service representative offered [redacted] the $foam topper at no charge to help with the comfort [redacted] was offered to have the mattress returned to the factory for inspection and if she would be present for inspection we would waive all delivery charges The warranty clearly states that comfort and transportation cost are not covered.We have a product warranty for those rare situations in which there is a defect in material or workmanship Please note that the Orthopedic Super Pillow Top set purchased by [redacted] has a year, non-prorated warrantySee Limited Warranty Service Policy & Mattress Care Guide for details Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them Beyond the warranty, we have offered the following to try to assist: A foam topper at no charge to try to assist [redacted] in the transition process If the initial foam topper we provided was dirty, we would be willing to provide her with another foam topperTo replace the mattress under our Comfort Replacement Policy To bring the mattress back to the factory to conduct a comprehensive factory inspection and have invited [redacted] to be present for that If she is present for the inspection, we will waive all delivery fees.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and provide options for the customerIf you have any additional questions or would like more information on this matter, please do not hesitate to contact meSincerely,David L [redacted] The Original Mattress Factory, Inc

March 3, Ms [redacted] Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH 44115- RE: Revdex.com Complaint ID [redacted] [redacted] [redacted] [redacted] I have received your letter dated February 23, regarding the complaint submitted by Ms [redacted] Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem We have thoroughly reviewed all documentation on our correspondences with Ms [redacted] since her initial purchase on Saturday, April 25, and feel we have been more than fair in this situation In response to Ms [redacted] ’s desired settlement to pay $for the removal of her current mattress and providing another mattress of her choice, please understand that we already have a policy in place for this type of transaction and the pricing is not negotiable The comfort replacement policy is outlined below and is set out in detail in the Warranty and Comfort Policy, which was provided at the time of sale.: In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues We will absorb 75% of the list price to assist the customer who made a selection mistake In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model The customer is also responsible for all applicable piand delivery fees As fully described below, this option has been offered to Ms [redacted] Our records indicate the following: On Saturday, April 25, 2015, Ms [redacted] visited our Avon store to purchase a queen size mattress and box spring (see attached signed invoice) to be delivered on Friday, June 19, On Monday, July 6, 2015, Ms [redacted] called the Avon store claiming that the husband’s side of the mattress was sinking down more than her side and that she thinks there is a problem with the mattress On Monday, July 6, 2015, our Customer Service Manager, Tom V***, contacted Ms [redacted] to discuss her claims Per their phone conversation, Ms [redacted] was concerned about how much the mattress compressed MrV [redacted] scheduled to go out to Ms [redacted] ’s home on Wednesday, July 8, to inspect the mattress Upon arriving to Ms [redacted] ’s home, Tom inspected the mattress and did not find any defects in the product He informed Ms [redacted] that everything look to be made correctly However, we could bring the mattress into the factory to inspect the mattress by opening it up Tom explained that they would be without the mattress for two nights Tom placed foam strips that were cut from a 1” topper underneath each side edge of the mattress to elevate the edge and minimize the rolling off feelHe did this in response to the customer’s concern about the crowning in the new mattress On Thursday, October 22, 2015, we received an email from Ms [redacted] wanting someone to call her The Avon store manager contacted Ms [redacted] and explained our comfort replacement policy On Monday, November 2, 2015, we received a call from Ms [redacted] She wanted to discuss her situation with a manager I spoke to Ms [redacted] and reviewed our policies with her She still insisted that there was something wrong with the mattress She began to inform me that our sales associate mislead her about the comfort of the mattress She said that they should have told her that the mattress was one of the softer mattresses in our line I asked Ms [redacted] if she tried any other mattresses in the store when she was making her decision She stated yes but she like the one she selected I asked why our sales associate would try to turn her away from the mattress choice she has selectedI offered to have the mattress returned to our factory for inspection I would waive the transportation charges if she was present to witness the inspection She stated that they only had one bed in the home and could not be without it I advised her that I would work it out where we would pick of the mattress early one morning and return it the same day after we had completed the inspection process She stated that if someone laid on the mattress they could tell that there was a defect She asked for Tom to come back out to try the mattress I informed her the comfort is all a personal perception and noted that what she is feeling, he may not feel the same On Friday, November 6, 2015, Tom visited Ms [redacted] ’s home to try the mattressesShe informed Tom that she would not pay 25% and that they would only be willing to pay $for a new mattress Tom restated our comfort replacement policy and informed her that it will be 25% of the lower priced selection if she wanted to exercise that option He informed her that our policy is in place for all customers and we treat everyone the same He asked her to call him if she wanted the mattress inspected in our factory or to exercise the comfort policy As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms [redacted] , Revdex.com ID [redacted] The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution We have offered to try to work with Ms [redacted] by doing the following: Offered to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct We invited Ms [redacted] to be present for this inspection so that she too could verify that all was in order If she agreed to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment Replace the mattress under our comfort policy as explained aboveThis option is available for Ms [redacted] until June 19, 2016, but requires that the product be in a sanitary condition and free from signs of abuse In order to address Ms [redacted] ’s concerns about the edges of the mattress, we would also be willing to add an additional edge support to the perimeter of her existing mattress at no charge if she agrees to be present for the factory inspection This edge support system would limit the range of motion of the edge of the mattress and help to minimize the perception of rolling off We have a product warranty for those rare situations in which there is a defect in material or workmanship Please note that the Orthopedic Super Pillow Top set purchased by Ms [redacted] has a year, non-prorated warrantySee Limited Warranty Service Policy & Mattress Care Guide for details Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them We stand behind this warranty, however, Ms [redacted] needs to be willing to ***w us to do that The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed Please understand that there are options available for Ms [redacted] If you have any additional questions or would like more information on this matter, please do not hesitate to contact me Sincerely, David LP [redacted] The Original Mattress Factory, Inc

I object to the final note from Original Mattress Factory We are from a generation where we believe our word is our bond and every single time we went into the showroom we were told there would be no problem changing our mattress And to repeat again, we were given a small booklet when our mattress was delivered but because we were so unhappy with this $mattress within the first month, we believed we could get another mattress to replace it with out so many $100's of dollars we are so unhappy and are looking at another yrswith this terrible mattress [redacted] and [redacted]

April 4, Ms [redacted] Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH 44115- RE: Revdex.com Complaint ID [redacted] I have received your email dated April 4, regarding the complaint submitted by Ms [redacted] ***Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possibleWhen we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem We have thoroughly reviewed all documentation on our correspondences with Ms [redacted] since her initial purchase on December 30, and feel that we have already offered reasonable options in this situation Our records indicate the following: On Wednesday, December 30, 2015, Ms [redacted] visited Eileen L [redacted] at our Mayfield store to purchase twin sets and bed frames (for a total of $1,288) to be shipped to New York ($in shipping fees) (see attached invoice)Eileen informed Ms [redacted] that we would contact the shipping company and get a rate for the shipmentMs [redacted] requested that the sets be delivered after January 20th, preferably on January 21stMs [redacted] was informed at that time that shipping to New York for in-home setup needed a three week lead timeEileen completed the order with a ship date of January 21, instead of listing that as the desired delivery dateIn addition, Eileen failed to communicate the expected date of delivery to our shipping supervisor to make the appropriate arrangements On Wednesday, January 20, 2015, Rich M [redacted] our shipping supervisor, contacted Ms [redacted] to inform her that the sets had been picked up from our factory and to provide her the appropriate tracking informationMs [redacted] immediately called the Mayfield store complaining to Eileen about the mattress not being delivered on Thursday, January 21st as desiredEileen apologized to Ms [redacted] and contacted our shipping supervisor to see if there was anything we could do to expedite the deliveryRich informed Eileen that once the shipping company picks up the merchandise that it is out of our control, however he would make a call to see if it could be expedited Rich contacted the shipping company, who informed him that there was nothing that could be done to expedite the shipment because it was already in routeRich informed Eileen, who contacted Ms [redacted] to inform her of the situationMs [redacted] was disappointed and stated we must do something Eileen called the factory and was informed that we could cancel the order and refund the customer in full for the order as we could not guarantee the delivery on Thursday, January 21, Ms [redacted] called and spoke to Rich to get the information for the shipping companyShe began contacting the shipping company and seeing what they could do to get the shipment soonerThe shipping company informed Ms [redacted] of the estimated delivery dateMs [redacted] called back to our factory demanding to speak to a manager about this situation I took the call and listened to Ms [redacted] explain the situationI apologized for the miscommunication on our end about the expected delivery date and explained that I was aware that Rich attempted to expedite the shipmentI informed Ms [redacted] that we would understand if she wanted to cancel the order and if so, we would be willing to refund her for the full amountAlternatively, if she was still interested in receiving the shipment, I would be willing to refund the shipping chargesMs***s response was that this was unacceptable and that I should put her pregnant daughter up in a hotel in New York until the bed arrivesI informed Ms [redacted] that although there was a miscommunication on our end with regards to the shipping date, our responsibility was for the product and shipment and felt we were offering reasonable options for her to make a decision As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms [redacted] ***The Original Mattress Factory believes in doing business the right wayWe realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution We realize that we mishandled this transaction and feel that we offered Ms [redacted] very reasonable options We understand that Ms [redacted] was unhappy with the situation, but there are a few statements that are made in the complaint that are not accurate: Ms [redacted] statement that “I contacted the president, David P [redacted] , who said that besides tracking it online, there was nothing that he could or would do.” is absolutely incorrectMs [redacted] called to speak to a manager and I never informed her that I was the president, as in fact, I am notDuring the conversation, I offered Ms [redacted] the two options described previously, to which she responded that a refund was not acceptable as we needed to do more Ms [redacted] made a statement that “I called MrP [redacted] daily until the mattresses were finally delivered, practically begging him to pay for a rental bed or to reduce the cost so we could rent a bed or buy a blow up mattress” is also incorrectI offered Ms [redacted] a full refund to allow her to purchase mattresses from a local retailer in New YorkShe refused, stating that she was unable to find a two sided mattress in New YorkI also offered Ms [redacted] a full refund of the shipping charges, which she also refused at the time With respect to the desired settlement: Our original offer to refund her delivery charge standsMs [redacted] can contact our Mayfield store with the credit card she used on the initial purchase and we will refund her $ We realize that we will never be able to satisfy all customersWe take pride in our level of service and products that we offerWe sincerely regret our error regarding the expected delivery date and the resulting inconvenience to the Saxes, but we believe the remedies described above were reasonable solutions to the matter Sincerely, David LP [redacted] The Original Mattress Factory, Inc

I am in receipt of your letter dated June 16, regarding Ms [redacted] M [redacted] Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem We have thoroughly reviewed all documentation on our correspondences with Ms [redacted] since her initial purchase on Sunday, June 7, and have spoken to each of our employees who interacted with her up to this point Based on our findings, we don’t feel that we have done anything wrong in this situation, but have treated her consistent with all of our other customers with regards to the removal fee From our perspective, here is a timeline of events:On Sunday, June 7, 2015, Ms [redacted] went into our Cleveland Factory Showroom to purchase a queen mattress of Orthopedic Pillow Top which was to be delivered on Thursday, June 11, During Ms [redacted] ’s visit, she was very engaging with her sales associate Garrett S [redacted] as well as other sales associates and customers in the showroom She was engaging in several conversations and seemed genuinely happy with her experienceOn the morning of her delivery, she requested the removal of the old mattress Our delivery men explained that her invoice did not show a removal, however, they could remove it for $ Ms [redacted] stated that her sales associate specifically told her that the removal of her old mattress would be freeShe paid the $removal fee and the delivery drivers took her old mattress.Later that morning, our sales manager (Tom K [redacted] ) received a call from Ms [redacted] wanting to speak with her sales associate She stated that she was unhappy because the drivers who delivered her mattress wanted $to remove her old mattress Tom informed her that it was company policy that removal or old bedding is $per piece providing that it is in a sanitary condition He further explained that this is outlined in our warranty booklet, which she would have received at the time of purchase, as well The warranty booklet states: “Old Bedding: We can remove old bedding for an additional charge We will refuse to remove any bedding that is in an unsanitary condition or has protruding wires or broken wood We also cannot remove or move waterbed mattresses, steel frames, headboards or other furniture“He informed her that because he was not in the showroom at the time of her purchase, he would contact her sales associate who was working at our Elyria store and that he would call him to discuss the situation She agreed and asked him to call her back The sales associate, who assured Tom that he discussed the removal as he does with every customer and that he would never tell a customer that it was free because he would be in violation of company policyWhen Tom called Ms [redacted] back to discuss his conversation with her sales associate, he mentioned that she may have been confused about the removal because the delivery drivers can, at no charge to the customer, move an old mattress to an adjacent room or to the curb so the city can remove it She immediately hung up without saying a word.Within the next half hour, a man named [redacted] called and left a message for Tom to call him Tom called [redacted] back who informed him that he was Ms [redacted] ’s boyfriend He proceeded to tell Tom that he was also in sales and that it would have been wise for the company to just take the mattress as no charge to avoid the negative comments by Ms [redacted] Tom explained that our company treats all of our customer the same Tom stated it would be unfair to charge some customers and not charge others [redacted] told Tom that he was in the market for a mattress and would never purchase from us [redacted] proceeded to tell Tom that Ms [redacted] would blast us all over the internet and asked Tom if he was willing to risk the negative posts over $ Tom informed him that we have done nothing wrong in this situation and that it is their right to do what they feel is fair and truthful Following her call, Ms [redacted] apparently decided to post on [redacted] Our company does not dispute that every consumer has a right to express his or her opinion about their experience with any business However, Ms [redacted] ’s comments are misguided and inflammatory in naming one of our employee’s as a “***” and claiming that both she and her boyfriend were called liars As her boyfriend, ***, threatened during his call to us, this is clearly an example of blasting us on the internet for not refunding the $ While it may seem trivial to collect $for each piece of old bedding that we remove from the home, there are real costs associated with the removal and disposal of old bedding that we incur In many cases, the associated fees aren’t sufficiently covered by the $fee, which is used to help pay for the disposal bags, labor, disposal fees and sterilization procedures for our trucks We have worked very hard to keep these fees low, and as is the case with our other services have made a decision to charge only those customers who require a particular service, rather than build hidden costs into the price of bedding for everyone The other reason that collecting the fee is important dates back to the beginning of our company years ago and the principles on which we were founded We have been consistent in not offering freebies, holding sales or negotiating pricing with customers Our honest and straightforward approach with respect to pricing is very important to a lot of customers and has further helped to develop a level of trust that is difficult to achieve with pricing structures that change multiple times in a single visit, common among many mattress retailers Picking and choosing who gets charged for services would alienate a large percentage of our customer base who like the fact that they know that nobody else got a “better deal” We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our businessWe have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive Ms [redacted] or any other customer as she has implied in her complaint filed with the Revdex.com.Sincerely, [redacted] The Original Mattress Factory, Inc

March 11, Ms [redacted] Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH 44115- RE: Revdex.com Complaint ID [redacted] [redacted] [redacted] [redacted] I have received your letter dated March 4, regarding the complaint submitted by Ms [redacted] *** Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem In response to Ms***’s desired settlement for a full refund of $for the second set she purchased, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors This position is clearly stated on signs displayed on our sales desks, on our website and in the warranty card and on the back of the invoice the customer received at the time of purchase The policy was further stamped on the copy signed by Ms [redacted] at the time of delivery and would have been reviewed at the time of purchaseA copy of our warranty card is enclosed for your reference We have thoroughly reviewed all documentation on our correspondences with Ms [redacted] since her initial purchase on January 23, and the most recent purchase on May 30, and don’t feel that we have done anything wrong in this situation Our records indicate the following: On Wednesday, January 26, 2011, Ms [redacted] visited our Cleveland Factory store to purchase a full size mattress and a queen size mattress and box spring (see attached signed invoice) to be delivered on Saturday, January 29, On Monday, May 5, 2014, Ms [redacted] called our factory concerned about the wear in the mattress and body impressions on the full size mattress On Monday, May 5, 2014, our Customer Service Manager, [redacted] V***, contacted Ms [redacted] to discuss her concerns Per their phone conversation, Ms [redacted] was concerned that the mattress had developed impressions and had begun to sag in the middle MrV [redacted] scheduled to go out to Ms***’s home on Friday, May 16, to inspect the mattress Upon arriving to Ms***’s home, [redacted] inspected the mattress and found no defects in the mattress [redacted] measured the indentations in the mattress which showed wear and found these to be within the range [redacted] explained to Ms [redacted] that the box spring that was supporting the mattress was more flexible than the modular box springs we used and could be the cause of the sinking in feeling that she is experiencing He stated that a new box spring may help reduce this concern [redacted] offered to have the mattress picked up and brought back into the factory to be fully inspected On Friday, May 30, 2014, Ms [redacted] visited our Macedonia store and purchased a new full size mattress and box spring (see attached signed invoice) to be delivered on Saturday, June 7, Ms [redacted] decided to purchase a tight top mattress with a harder feel compared to the one purchased in On Wednesday, June 11, 2014, Ms [redacted] notified us that she was unhappy with our products and service On Sunday, January 31, 2016, Ms [redacted] called our Macedonia store complaining about her disappointment in our products and that she has spent $on our products in the last five years She stated she still had back pain She stated she would like a refund of her money On Tuesday, February 2, 2016, [redacted] V [redacted] contacted Ms*** He explained the option of setting up service He offered to bring the mattress back into the factory for an inspection If we found something defective we would take care of the issue Ms [redacted] informed [redacted] that she had already purchased a Sleep Number bed and is not interested in setting up service and that she wanted a full refund [redacted] reminded Ms [redacted] of our return policy On Friday, February 5, 2016, we received an email from Ms [redacted] stating her displeasure with our customer service and that she was registering a complaint with the Revdex.com and letting all her friends and family know of her experience with the company As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms [redacted] *** The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution Even though Ms [redacted] has purchased a new bed from another manufacturer, we would still be willing to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct We would invite Ms [redacted] to be present for this inspection so that she too could verify that all was in order If she agrees to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment We have a product warranty for those rare situations in which there is a defect in material or workmanship Please note that the Orthopedic Luxury Firm set purchased by Ms [redacted] has a year, non-prorated warrantySee Limited Warranty Service Policy & Mattress Care Guide for details Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them We stand behind this warranty, however, Ms [redacted] needs to be willing to ***w us to do that The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed Please understand that this option is still available for Ms [redacted] as long as she is in possession of the product and that the product does not show signs of abuse and is in a sanitary condition If you have any additional questions or would like more information on this matter, please do not hesitate to contact me Sincerely, David LP [redacted] The Original Mattress Factory, Inc

Response taken over the phone on 7/16/by Revdex.com staff (**) [redacted] from the company stated the Original Mattress Factory will stand firm on the previous responses to the consumerThe company is not willing to refund the consumer the $for the removal of her old mattress nor is the company willing to provide the consumer with any sort of discountThe business has sent the terms and conditions of the consumers purchase (see attached documents) and the original receipt given to the consumer which states no returns on her particular purchase

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Original Mattress Factory says their company policy guides them to be more than fair in dealing with customers but they don't follow through or I wouldn't have had to purchase mattresses in the last years. I learned my lesson on the latest purchase and bought from another company. I know the Original Mattress Factory will not do the right thing and refund my money so I have written of the $1,I spent there as a tough lesson learned. In the future I will make sure my family and friends know about my experience so they can protect themselves against substandard product and customer service that is only concerned with the company's benefit and not the customer's wellbeing
Regards,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have never had such a terrible experience with a business. How petty is it that they won't even refund $after I spent almost $700. They are a joke and I will be going further with thisRegards,*** ***

My resolution is that they take the mattress back and refund all of my money. I haven’t even slept on it yet because they were so rotten to me over $5. Thank you, ***. *** M***Payroll Administrator*** *** ** ***V *** ***F *** ***

September 6,
Ms*** ***
Revdex.com, Inc
Euclid Avenue, 4th Floor
Cleveland, OH 44115-
RE: Revdex.com Complaint ID ***
*** ***
*** *** ***
*** ** ***
I have received your letter dated
September 2, regarding the complaint submitted by Mr*** ***
Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possibleWhen we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem
Our records indicate the following:
On Sunday, August 28th, Mr*** visited our Cleveland Factory showroom to purchase a queen set of bedding, a bed frame and the removal of old bedding to be delivered on Wednesday, August 31st (see attached signed invoice)
During the visit Mr*** was assisted by our sales associate Lysa M***When Mr*** decided to purchase, Lysa inquired as to the need for either a low profile box spring or split box springsMr*** stated that he did not need a low profile box spring, however, he did ask about the need for split box springsLysa informed Mr*** that split box springs would be needed if there was a tight narrow stairway with a turn leading to the master bedroom that a one piece box spring would not go up the stairsShe mentioned that there was an additional $charge for split box springsMr*** informed Lysa that there was a half wall that the box spring could go overMr*** also mentioned the possibility of attaching their headboard to the frameLysa informed the customer that the drivers do not have tools for all types of headboards only for the headboards we sellHowever the drivers would look at it to determine if they could attach for him
On Wednesday, August 31st, our delivery drivers arrived at Mr***’s home to make the deliveryOur delivery drivers went into the customer’s home to remove the old beddingUpon removing the old bedding, our drivers had to bend the mattress and box spring to get the down the stairs without damaging the customer’s wallAs these pieces were going to the landfill them were not worried about bending the pieces to removeOnce the old pieces were removed the drivers took in the frame to setupThey then tried several times to take the new box spring up the stairsThe drivers informed the customer that the box spring could not go upstairs without causing damage to the box spring and the customer’s wallsThey informed the customer that split box springs were available and cost a little more than the one piece box springThe drivers also inform the customer that there would be another delivery charge if they would have them delivered or the customer could pick up the box springsThe customer declinedThe drivers informed the customer that if they opted to keep the one piece box spring that they would not be able to return itThe customer informed the drivers that they would take care of itThe drivers return to the truck to bring in the customer’s mattressBecause the mattress has more flexibility than a box spring, they were able to get it upstairsAt that time, the customer never mentioned to the drivers about attaching a headboard to the frameThe drivers made a note on the invoice that they were unable to get the box spring upstairs and had the customer to sign that they made the delivery
Lysa was contacted by the customer two hours after the delivery and was told that she was not pleased with the way the salesperson presented herself during the sale concerning the split box springsLysa informed the customer that split box springs were discussed at the time of the sale but were declinedThe customer then asked to speak with the delivery supervisor (Michael B***)
Michael spoke to the customerShe informed him that the drivers were polite and nice but they did not try very hard to get the box spring upstairsMichael informed the customer that the drivers are very skilled at determining if the delivery can be made safelyThey do many deliveries each day and they have no way of knowing about the customer’s home until they arriveThe customer stated that the drivers left without taking the box spring upstairs and that she and a lbsfriend took the box springs upstairs without damaging anythingMichael asked how were they able to accomplish taking the box spring upstairsShe informed him that they had to remove the handrail from the wallMichael informed the customer that we do not allow the drivers to remove any handrails or structures in a customer’s home to prevent unwanted damagesAt no point did she mention that she would remove the handrail if the drivers would have waitedThe customer never mentioned that she wanted a refund of the delivery chargeShe wanted to voice her frustrations of the delivery process
Our sales associates are required to inquire about the customer home for the need of split box springsWe rely on the customer to provide us with the information about their homeIn our interaction with Mr***, they were offered split box springs but declinedIt is our policy that we do not lift bedding over walls for the safety of our driversWe offer split box springs and hinged mattresses for those customers whose home has a tight stairwell, hallway, etcWe were upfront regarding the cost of the split box springs
In response to Mr***’s desired settlement of refunding the delivery charges, we don’t believe that it is warranted based on the fact that we delivered the products to the home, but due to issues encountered within the residence were unable to complete the setup requestIf the customer would have informed the delivery personnel during the delivery that they would remove the handrail, the drivers would have stayed to take the box spring upstairsThe customer states in the complaint that they began removing the rails in the presence of the driversThis would mean that the drivers went
to the truck and carried the mattress up the stairs during this timeIt additionally means based on
our delivery procedures that the drivers interrupted the customer from removing the rails to sign paperwork that she received the product in good condition, which is typically the last step in our delivery processIf the rails were being removed and the customer’s expectation was for the driver’s to wait for the rail to be removed and the setup completed, it doesn’t make sense that she would have signed the paperworkIt would also be extremely uncommon for our drivers not to thank the customer or wish them a good day or say goodbye to indicate they were leavingAccording to the customer they just left
Based on the notes on the order, we could have done a better job of noting for the drivers to evaluate setting up the existing headboard to the new framePlease note we did explain to the customer that our ability to do this would depend on the style of headboard and what tools, if any were requiredThat said, it did not appear that the drivers made an attempt, nor was it reported that they were asked to do so during the delivery process
Please note that the Delivery information in our Limited Warranty Service Policy & Mattress Care Guide that is provided to the customer at the time of sale does state that a Delivery Fee covers one visit to the home and that our drivers are instructed not to proceed if there is a potential problem
If you have any additional questions or would like more information on this matter, please do not hesitate to contact me
Sincerely,
*** ** ***
The Original Mattress Factory, Inc

I object to the final note from Original Mattress Factory.  We are from a generation where we believe our word is our bond and every single time we went into the showroom we were told there would be no problem changing our mattress.  And to repeat again, we were given a small booklet when our mattress was delivered but because we were so unhappy with this $1000.00 mattress within the first month, we believed we could get another mattress to replace it with out so many $100's of dollars.  we are so unhappy and are looking at another 12 yrs. with this terrible mattress.  [redacted] and [redacted]

Response taken over the phone on 7/16/2015 by Revdex.com staff (**) [redacted] from the company stated the Original Mattress Factory will stand firm on the previous responses to the consumer. The company is not willing to refund the consumer the $5.00 for the removal of her old mattress nor is the company willing to provide the consumer with any sort of discount. The business has sent the terms and conditions of the consumers purchase (see attached documents) and the original receipt given to the consumer which states no returns on her particular purchase.

April 4, 2016
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: Revdex.com Complaint ID [redacted]
[redacted]
[redacted]
[redacted]
I have received your email dated April 4, 2016 regarding the complaint...

submitted by Ms. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on December 30, 2015 and feel that we have already offered reasonable options in this situation.
Our records indicate the following:
On Wednesday, December 30, 2015, Ms. [redacted] visited Eileen L** at our Mayfield store to purchase 2 twin sets and bed frames (for a total of $1,288) to be shipped to New York ($432 in shipping fees) (see attached invoice). Eileen informed Ms. [redacted] that we would contact the shipping company and get a rate for the shipment. Ms. [redacted] requested that the sets be delivered after January 20th, preferably on January 21st. Ms. [redacted] was informed at that time that shipping to New York for in-home setup needed a three week lead time. Eileen completed the order with a ship date of January 21, 2015 instead of listing that as the desired delivery date. In addition, Eileen failed to communicate the expected date of delivery to our shipping supervisor to make the appropriate arrangements.
On Wednesday, January 20, 2015, Rich M[redacted] our shipping supervisor, contacted Ms. [redacted] to inform her that the sets had been picked up from our factory and to provide her the appropriate tracking information. Ms. [redacted] immediately called the Mayfield store complaining to Eileen about the mattress not being delivered on Thursday, January 21st as desired. Eileen apologized to Ms. [redacted] and contacted our shipping supervisor to see if there was anything we could do to expedite the delivery. Rich informed Eileen that once the shipping company picks up the merchandise that it is out of our control, however he would make a call to see if it could be expedited.
Rich contacted the shipping company, who informed him that there was nothing that could be done to expedite the shipment because it was already in route. Rich informed Eileen, who contacted Ms. [redacted] to inform her of the situation. Ms. [redacted] was disappointed and stated we must do something.
Eileen called the factory and was informed that we could cancel the order and refund the customer in full for the order as we could not guarantee the delivery on Thursday, January 21, 2015.
Ms. [redacted] called and spoke to Rich to get the information for the shipping company. She began contacting the shipping company and seeing what they could do to get the shipment sooner. The shipping company informed Ms. [redacted] of the estimated delivery date. Ms. [redacted] called back to our factory demanding to speak to a manager about this situation.
I took the call and listened to Ms. [redacted] explain the situation. I apologized for the miscommunication on our end about the expected delivery date and explained that I was aware that Rich attempted to expedite the shipment. I informed Ms. [redacted] that we would understand if she wanted to cancel the order and if so, we would be willing to refund her for the full amount. Alternatively, if she was still interested in receiving the shipment, I would be willing to refund the shipping charges. Ms. [redacted]s response was that this was unacceptable and that I should put her pregnant daughter up in a hotel in New York until the bed arrives. I informed Ms. [redacted] that although there was a miscommunication on our end with regards to the shipping date, our responsibility was for the product and shipment and felt we were offering reasonable options for her to make a decision.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted]. The Original Mattress Factory believes in doing business the right way. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
We realize that we mishandled this transaction and feel that we offered Ms. [redacted] very reasonable options.
We understand that Ms. [redacted] was unhappy with the situation, but there are a few statements that are made in the complaint that are not accurate:
Ms. [redacted] statement that “I contacted the president, David P[redacted], who said that besides tracking it online, there was nothing that he could or would do.” is absolutely incorrect. Ms. [redacted] called to speak to a manager and I never informed her that I was the president, as in fact, I am not. During the conversation, I offered Ms. [redacted] the two options described previously, to which she responded that a refund was not acceptable as we needed to do more.
Ms. [redacted] made a statement that “I called Mr. P[redacted] daily until the mattresses were finally delivered, practically begging him to pay for a rental bed or to reduce the cost so we could rent a bed or buy a blow up mattress” is also incorrect. I offered Ms. [redacted] a full refund to allow her to purchase mattresses from a local retailer in New York. She refused, stating that she was unable to find a two sided mattress in New York. I also offered Ms. [redacted] a full refund of the shipping charges, which she also refused at the time.
With respect to the desired settlement:
Our original offer to refund her delivery charge stands. Ms. [redacted] can contact our Mayfield store with the credit card she used on the initial purchase and we will refund her $432.
We realize that we will never be able to satisfy all customers. We take pride in our level of service and products that we offer. We sincerely regret our error regarding the expected delivery date and the resulting inconvenience to the Saxes, but we believe the remedies described above were reasonable solutions to the matter.
Sincerely,
David L. P[redacted]
The Original Mattress Factory, Inc.

I am in receipt of your letter dated June 16, 2014 regarding Ms. [redacted] M. [redacted].  Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible....

 When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.  We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Sunday, June 7, 2015 and have spoken to each of our employees who interacted with her up to this point.  Based on our findings, we don’t feel that we have done anything wrong in this situation, but have treated her consistent with all of our other customers with regards to the removal fee.  From our perspective, here is a timeline of events:On Sunday, June 7, 2015, Ms. [redacted] went into our Cleveland Factory Showroom to purchase a queen mattress of Orthopedic Pillow Top which was to be delivered on Thursday, June 11, 2015.  During Ms. [redacted]’s visit, she was very engaging with her sales associate Garrett S[redacted] as well as other sales associates and customers in the showroom.  She was engaging in several conversations and seemed genuinely happy with her experience. On the morning of her delivery, she requested the removal of the old mattress.  Our delivery men explained that her invoice did not show a removal, however, they could remove it for $5.  Ms. [redacted] stated that her sales associate specifically told her that the removal of her old mattress would be free. She paid the $5 removal fee and the delivery drivers took her old mattress.Later that morning, our sales manager (Tom K[redacted]) received a call from Ms. [redacted] wanting to speak with her sales associate.  She stated that she was unhappy because the drivers who delivered her mattress wanted $5 to remove her old mattress.  Tom informed her that it was company policy that removal or old bedding is $5 per piece providing that it is in a sanitary condition.  He further explained that this is outlined in our warranty booklet, which she would have received at the time of purchase, as well.  The warranty booklet states: “Old Bedding: We can remove old bedding for an additional charge.  We will refuse to remove any bedding that is in an unsanitary condition or has protruding wires or broken wood.  We also cannot remove or move waterbed mattresses, steel frames, headboards or other furniture. “He informed her that because he was not in the showroom at the time of her purchase, he would contact her sales associate who was working at our Elyria store and that he would call him to discuss the situation.  She agreed and asked him to call her back.  The sales associate, who assured Tom that he discussed the removal as he does with every customer and that he would never tell a customer that it was free because he would be in violation of company policy. When Tom called Ms. [redacted] back to discuss his conversation with her sales associate, he mentioned that she may have been confused about the removal because the delivery drivers can, at no charge to the customer, move an old mattress to an adjacent room or to the curb so the city can remove it.  She immediately hung up without saying a word.Within the next half hour, a man named [redacted] called and left a message for Tom to call him.  Tom called [redacted] back who informed him that he was Ms. [redacted]’s boyfriend.  He proceeded to tell Tom that he was also in sales and that it would have been wise for the company to just take the mattress as no charge to avoid the negative comments by Ms. [redacted].  Tom explained that our company treats all of our customer the same.  Tom stated it would be unfair to charge some customers and not charge others.  [redacted] told Tom that he was in the market for a mattress and would never purchase from us.  [redacted] proceeded to tell Tom that Ms. [redacted] would blast us all over the internet and asked Tom if he was willing to risk the negative posts over $5.  Tom informed him that we have done nothing wrong in this situation and that it is their right to do what they feel is fair and truthful.  Following her call, Ms. [redacted] apparently decided to post on [redacted].  Our company does not dispute that every consumer has a right to express his or her opinion about their experience with any business.  However, Ms. [redacted]’s comments are misguided and inflammatory in naming one of our employee’s as a “[redacted]” and claiming that both she and her boyfriend were called liars.  As her boyfriend, [redacted], threatened during his call to us, this is clearly an example of blasting us on the internet for not refunding the $5.    While it may seem trivial to collect $5 for each piece of old bedding that we remove from the home, there are real costs associated with the removal and disposal of old bedding that we incur.  In many cases, the associated fees aren’t sufficiently covered by the $5 fee, which is used to help pay for the disposal bags, labor, disposal fees and sterilization procedures for our trucks.  We have worked very hard to keep these fees low, and as is the case with our other services have made a decision to charge only those customers who require a particular service, rather than build hidden costs into the price of bedding for everyone.  The other reason that collecting the fee is important dates back to the beginning of our company 25 years ago and the principles on which we were founded.  We have been consistent in not offering freebies,  holding sales or negotiating pricing with customers.  Our honest and straightforward approach with respect to pricing is very important to a lot of customers and has further helped to develop a level of trust that is difficult to achieve with pricing structures that change multiple times in a single visit, common among many mattress retailers.  Picking and choosing who gets charged for services would alienate a large percentage of our customer base who like the fact that they know that nobody else got a “better deal”.   We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business. We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive Ms. [redacted] or any other customer as she has implied in her complaint filed with the Revdex.com.Sincerely, [redacted]The Original Mattress Factory, Inc.

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.
April 12, 2016
[redacted]
Revdex.com Attn: [redacted], Dispute Resolution Specialist 2800 Euclid Avenue, 4th Floor Cleveland, Ohio 44115-2408
Dear Ms. [redacted]    Thank you for following through with contacting the Original Mattress Factory regarding complaint #[redacted]. When I contacted Eileen L** on April 8, 2016 at their Mayfield store she indeed credited my VISA card for $432.00 which is justified and greatly appreciated. I realize that while Mr. P[redacted] and The Original Mattress Factory want to maintain their good standing with the Revdex.com, it is disheartening that they are doing so by reporting events that did not occur. Please note that I stand by my statements that Mr. P[redacted] did not once offer to cancel the order or provide either a full or partial refund or in any way accommodate our newly married (not pregnant) daughter - for if he did, I would have accepted any of his offers to have made other arrangements. It is inexcusable that Mr. P[redacted] attempted to put himself in a better light when he actually repeatedly said that there was nothing he would or could do - period. The fact is that it was only through the intervention of the Revdex.com that the Original Mattress Factory finally felt compelled to come to the appropriate conclusion.
The refund in no way changes the fact that Mr. P[redacted]'s deliberate inaction resulted in customer service that was absent and very disappointing, costing them the future business of my husband, me, and our six adult children and their families.
Once again, thank you for your efforts to satisfactorily resolve this issue.
Sincerely,
[redacted]

March 3, 2016
 
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
 
RE:         Revdex.com Complaint ID...

[redacted]
                [redacted]
                [redacted]
                [redacted]
 
I have received your letter dated February 23, 2016 regarding the complaint submitted by Ms. [redacted].  Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible.  When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
 
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Saturday, April 25, 2015 and feel we have been more than fair in this situation. 
 
In response to Ms. [redacted]’s desired settlement to pay $100 for the removal of her current mattress and providing another mattress of her choice, please understand that we already have a policy in place for this type of transaction and the pricing is not negotiable.  The comfort replacement policy is outlined below and is set out in detail in the Warranty and Comfort Policy, which was provided at the time of sale.:
 
In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option.  The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization.  We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues.  We will absorb 75% of the list price to assist the customer who made a selection mistake.  In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model.  The customer is also responsible for all applicable pick-up and delivery fees.  As fully described below, this option has been offered to Ms. [redacted]. 
 
Our records indicate the following:
On Saturday, April 25, 2015, Ms. [redacted] visited our Avon store to purchase a queen size mattress and box spring (see attached signed invoice) to be delivered on Friday, June 19, 2015. 
 
On Monday, July 6, 2015, Ms. [redacted] called the Avon store claiming that the husband’s side of the mattress was sinking down more than her side and that she thinks there is a problem with the mattress.
 
On Monday, July 6, 2015, our Customer Service Manager, Tom V[redacted], contacted Ms. [redacted] to discuss her claims.  Per their phone conversation, Ms. [redacted] was concerned about how much the mattress compressed.    Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Wednesday, July 8, 2015 to inspect the mattress.  Upon arriving to Ms. [redacted]’s home, Tom inspected the mattress and did not find any defects in the product.  He informed Ms. [redacted] that everything look to be made correctly.  However, we could bring the mattress into the factory to inspect the mattress by opening it up.  Tom explained that they would be without the mattress for two nights.  Tom placed foam strips that were cut from a 1” topper underneath each side edge of the mattress to elevate the edge and minimize the rolling off feel. He did this in response to the customer’s concern about the crowning in the new mattress.
 
On Thursday, October 22, 2015, we received an email from Ms. [redacted] wanting someone to call her.  The Avon store manager contacted Ms. [redacted] and explained our comfort replacement policy. 
 
On Monday, November 2, 2015, we received a call from Ms. [redacted].  She wanted to discuss her situation with a manager.  I spoke to Ms. [redacted] and reviewed our policies with her.  She still insisted that there was something wrong with the mattress.  She began to inform me that our sales associate mislead her about the comfort of the mattress.  She said that they should have told her that the mattress was one of the softer mattresses in our line.  I asked Ms. [redacted] if she tried any other mattresses in the store when she was making her decision.  She stated yes but she like the one she selected.  I asked why our sales associate would try to turn her away from the mattress choice she has selected. I offered to have the mattress returned to our factory for inspection.  I would waive the transportation charges if she was present to witness the inspection.  She stated that they only had one bed in the home and could not be without it.  I advised her that I would work it out where we would pick of the mattress early one morning and return it the same day after we had completed the inspection process.  She stated that if someone laid on the mattress they could tell that there was a defect.  She asked for Tom to come back out to try the mattress.  I informed her the comfort is all a personal perception and noted that what she is feeling, he may not feel the same.
 
On Friday, November 6, 2015, Tom visited Ms. [redacted]’s home to try the mattresses. She informed Tom that she would not pay 25% and that they would only be willing to pay $100 for a new mattress.  Tom restated our comfort replacement policy and informed her that it will be 25% of the lower priced selection if she wanted to exercise that option.  He informed her that our policy is in place for all customers and we treat everyone the same.  He asked her to call him if she wanted the mattress inspected in our factory or to exercise the comfort policy.
 
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted], Revdex.com ID [redacted].  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality.   We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
 
We have offered to try to work with Ms. [redacted] by doing the following:
 
Offered to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct.  We invited Ms. [redacted] to be present for this inspection so that she too could verify that all was in order.  If she agreed to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.  Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
 
Replace the mattress under our comfort policy as explained above. This option is available for Ms. [redacted] until June 19, 2016, but requires that the product be in a sanitary condition and free from signs of abuse.
 
In order to address Ms. [redacted]’s concerns about the edges of the mattress, we would also be willing to add an additional edge support to the perimeter of her existing mattress at no charge if she agrees to be present for the factory inspection.  This edge support system would limit the range of motion of the edge of the mattress and help to minimize the perception of rolling off.
 
We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Super Pillow Top set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them.  We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that.  The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
 
Please understand that there are options available for Ms. [redacted].  If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
 
Sincerely,
 
 
 
David L. P[redacted]
The Original Mattress Factory, Inc.

March 11, 2016
 
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
 
RE:         Revdex.com Complaint ID...

[redacted]
                [redacted]
                [redacted]
                [redacted]
 
I have received your letter dated March 4, 2016 regarding the complaint submitted by Ms. [redacted]. 
 
Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible.  When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
 
In response to Ms. [redacted]’s desired settlement for a full refund of $690 for the second set she purchased, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials.  Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors.  This position is clearly stated on signs displayed on our sales desks, on our website and in the warranty card and on the back of the invoice the customer received at the time of purchase.  The policy was further stamped on the copy signed by Ms. [redacted] at the time of delivery and would have been reviewed at the time of purchase. A copy of our warranty card is enclosed for your reference.
 
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on January 23, 2011 and the most recent purchase on May 30, 2014 and don’t feel that we have done anything wrong in this situation.
 
Our records indicate the following:
 
On Wednesday, January 26, 2011, Ms. [redacted] visited our Cleveland Factory store to purchase a full size mattress and a queen size mattress and box spring (see attached signed invoice) to be delivered on Saturday, January 29, 2011. 
 
On Monday, May 5, 2014, Ms. [redacted] called our factory concerned about the wear in the mattress and body impressions on the full size mattress.
 
On Monday, May 5, 2014, our Customer Service Manager, [redacted], contacted Ms. [redacted] to discuss her concerns.  Per their phone conversation, Ms. [redacted] was concerned that the mattress had developed impressions and had begun to sag in the middle.  Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Friday, May 16, 2014 to inspect the mattress.  Upon arriving to Ms. [redacted]’s home, [redacted] inspected the mattress and found no defects in the mattress.  [redacted] measured the indentations in the mattress which showed normal wear and found these to be within the normal range.  [redacted] explained to Ms. [redacted] that the box spring that was supporting the mattress was more flexible than the modular box springs we used and could be the cause of the sinking in feeling that she is experiencing.  He stated that a new box spring may help reduce this concern.  [redacted] offered to have the mattress picked up and brought back into the factory to be fully inspected.
 
On Friday, May 30, 2014, Ms. [redacted] visited our Macedonia store and purchased a new full size mattress and box spring (see attached signed invoice) to be delivered on Saturday, June 7, 2014.  Ms. [redacted] decided to purchase a tight top mattress with a harder feel compared to the one purchased in 2011.
 
On Wednesday, June 11, 2014, Ms. [redacted] notified us that she was unhappy with our products and service. 
 
On Sunday, January 31, 2016, Ms. [redacted] called our Macedonia store complaining about her disappointment in our products and that she has spent $1279 on our products in the last five years.  She stated she still had back pain.  She stated she would like a refund of her money.
 
On Tuesday, February 2, 2016, [redacted] contacted Ms. [redacted].  He explained the option of setting up service.  He offered to bring the mattress back into the factory for an inspection.  If we found something defective we would take care of the issue.  Ms. [redacted] informed [redacted] that she had already purchased a Sleep Number bed and is not interested in setting up service and that she wanted a full refund.  [redacted] reminded Ms. [redacted] of our return policy.
 
On Friday, February 5, 2016, we received an email from Ms. [redacted] stating her displeasure with our customer service and that she was registering a complaint with the Revdex.com and letting all her friends and family know of her experience with the company. 
 
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted].  The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality.   We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
 
Even though Ms. [redacted] has purchased a new bed from another manufacturer, we would still be willing to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct.  We would invite Ms. [redacted] to be present for this inspection so that she too could verify that all was in order.  If she agrees to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.  Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
 
We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Luxury Firm set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them.  We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that.  The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
 
Please understand that this option is still available for Ms. [redacted] as long as she is in possession of the product and that the product does not show signs of abuse and is in a sanitary condition.  If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
 
Sincerely,
 
 
 
David L. P[redacted]The Original Mattress Factory, Inc

This business response and documents were received by Revdex.com via email.4930 STATE ROAD ? CLEVELAND, OHIO  44134PHONE:   216.661.8388  ?  FAX:  216.661.2337www.originalmattress.comNovember 21, 2017[redacted]Revdex.com2800 Euclid Avenue, 4th...

FloorCleveland, OH  44115-2408RE: Revdex.com Complaint ID[redacted] I have received your letter dated November 17, 2017 regarding the dispute submitted by [redacted].  Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible.  When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.We have thoroughly reviewed all documentation on our correspondences with [redacted] since her initial purchase on July 30, 2017 and feel we have stood behind our product and provided her a few options to address her concerns.  Our records indicate the following:[redacted] visited our Factory showroom on Sunday, July 30, 2017 looking to purchase a king set of bedding and was assisted by our sales associate, Tom K[redacted].  Tom explained our products to [redacted] and assisted her in making an informed decision on which mattress would be best for her needs.  Based on her needs and preferences, [redacted] selected the Orthopedic Super Pillow Top mattress set. The King set of Orthopedic Super Pillow Top was delivered on Monday, July 31, 2017.  (See invoice [redacted].  This was signed for that it was received in good condition. On Friday, August 4, 2017, [redacted] called the Factory showroom and spoke to Sean G[redacted] stating that the mattress was too hard and that she felt that there was padding missing.  She claimed it did not feel like to showroom model.  Sean recommended that [redacted] give it a little more time to allow her body to adjust to the new mattress as she had only had it for less than a week.  Sean explained our comfort replacement policy to [redacted] and informed her that she had one year to exercise that option if she needed it.  She stated the mattress felt like a board and not like the showroom floor model.  She wasn’t sure she was delivered the correct mattress.  Sean advised [redacted] that he would fill out a customer service form for our customer service representative to contact her.On Friday, August 4th, our customer service representative Tom V[redacted] contacted [redacted] regarding her service request.  [redacted] stated to Tom that she was sure that something was wrong with the way the mattress was made.  Tom informed [redacted] that he could not tell without looking at the mattress.  Tom offered at $50 foam topper to [redacted] at no charge to help with the comfort until the service appointment.  [redacted] agreed to pick up the topper at the Factory showroom.  Tom setup a time to inspect the product in [redacted] home on Monday, August 14, 2017.  On Monday, August 14, 2017, Tom visited [redacted] home and confirmed that the mattress was an Orthopedic Super Pillow Top, as ordered.    Tom found that the mattress was within our stated specifications and free from any visible defects.  With regards to thickness compared to the showroom floor model, [redacted] mattress was the same.   Tom informed [redacted] that while there didn’t appear to be any issues, the only way to be certain that everything was built correctly was to bring the mattress back into our factory, take it apart and inspect each layer of material to ensure that there are no defects and that the materials and construction are correct.  He invited [redacted] to be present for this inspection so that you too could verify that all was in order.  If she agreed to be present, we would waive all pick-up, redelivery and labor fees associated with this transaction.  Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option.  Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.  During this discussion Tom took the opportunity to explain the comfort policy to [redacted]  In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a onetime replacement option.  The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization.  We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues.  We will absorb 75% of the list price to assist the customer who made a selection mistake.  In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model.  The customer is also responsible for all applicable pick-up and delivery fees.This option is available to [redacted] until July 31, 2018.  On Thursday, September 7, 2017, we received a credit card chargeback notification from Merchant Services that [redacted] was disputing the charge stating the reason was defective merchandise/not as described.  We sent in a chargeback response with the information requested.  Merchant Services reversed the chargeback in favor of Original Mattress Factory stating that customer did purchase the merchandise and that we were trying to work with the customer under our normal policies and procedures.  A copy of the chargeback documentation is attached.On Friday, October 20, 2017, we received a second credit card chargeback notification from Merchant Services that [redacted] was again disputing the charge.  We presented Merchant Services with the options that were given to [redacted]  The option to replace the mattress under our comfort replacement policy or the option to have the mattress inspected in our factory.  Merchant Services again ruled in the favor of Original Mattress Factory and advised the customer to contact our customer service representative.  A copy of the chargeback documentation is attached.We are committed to addressing the concerns of [redacted].  However, there are several statements in [redacted] letter that we would like to address:1. [redacted] mentioned that she “purchased a SOFT bed”.  She is correct, the Orthopedic Super Pillow Top is one of our softest innerspring mattresses.  One of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different mattresses in order to decide which mattress is suitable for their personal comfort needs.  The products we sell are built to the same product specifications and comfort levels as the products on display in the showroom.  We encourage all customers to try out the mattresses in person since we do not accept returns or exchanges and because comfort is an individual preference.    2. [redacted] states “I guess they falsely advertise their mattresses and customer service.  They just want more money.”  I understand that [redacted] is frustrated, but these statements are false.  We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business.  We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive [redacted] or any other customer as she infers in her letter.  The claim that we just want “more money” is offset by the facts.   First, the mattress pad that was provided was given to her free of charge.  Second, we have offered to inspect the mattress in our factory to ensure that it was properly constructed.  If she is present for the inspection there will be no delivery charges.  Finally, if she avails herself of the comfort replacement policy and selects another mattress she will get that mattress for 25% of the list price of the lowest priced selected model.  Selling our mattresses for 25% of the list price is done to ensure that our customers are satisfied with their comfort choice.  As is evident, none of these actions have the effect of giving The Original Mattress Factory “more money.”3. In her complaint filing to the Revdex.com, [redacted] makes a reference that she doesn’t believe the mattress is like the showroom model.  Please note that our floor models are pulled directly from inventory and are built to the exact specifications as defined within our quality assurance program.  If we knowingly built beds that were out of specification, this would be obvious during the factory inspection process, which we invited the customer to be present for.  Further, we wouldn’t invite customers to come and see for themselves.  It is because we stand behind our products and because we follow strict guidelines for quality in our manufacturing process that we are confident that the constructions are correct and are willing to walk through that with the customer.  The Orthopedic Super Pillow Top has been part of our core lineup since 1993 and has been very well received by our customers.  If the floor models were not representative of the products we sold and delivered, it stands to reason that we would have a lot of unhappy customers and would likely not be in business after all of these years.  4. [redacted]’s statement about being charged for a mattress pad is incorrect.  Our customer service representative offered [redacted] the $50 foam topper at no charge to help with the comfort.  5. [redacted] was offered to have the mattress returned to the factory for inspection and if she would be present for inspection we would waive all delivery charges.  The warranty clearly states that comfort and transportation cost are not covered.We have a product warranty for those rare situations in which there is a defect in material or workmanship.  Please note that the Orthopedic Super Pillow Top set purchased by [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details.  Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them.  Beyond the warranty, we have offered the following to try to assist: A foam topper at no charge to try to assist [redacted] in the transition process.  If the initial foam topper we provided was dirty, we would be willing to provide her with another foam topper. To replace the mattress under our Comfort Replacement Policy To bring the mattress back to the factory to conduct a comprehensive factory inspection and have invited [redacted] to be present for that.  If she is present for the inspection, we will waive all delivery fees.The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality.   We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and provide options for the customer. If you have any additional questions or would like more information on this matter, please do not hesitate to contact me. Sincerely,David L. [redacted]The Original Mattress Factory, Inc.