Parks Pharmacy

On April 29, 2017 a Consumer Relations Representative reached out to Mr. [redacted] to discuss the complaint filed with your agency.   Mr. [redacted] advised that his mattress that was delivered on June 26, 2016 was causing him discomfort. At this time Mr. [redacted] is no-longer eligible for our...

Sleep Happiness Guarantee that will allow him to exchange his mattress within 120 days in event he was not comfortable.  As a one-time accommodation in pursuit of customer satisfaction, Mattress Firm will allow him a in-store credit of $1499 for his mattress towards the purchase of new bedding. Mr. [redacted] has accepted our offer and will be visiting his local showroom to make his selection and will contact his representative back for the exchange to be processed. As we take these complaints very seriously, we will continue to work with Mr. [redacted] to ensure his complaint is resolved. If I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Stenio [redacted] at (516) 861-7763 or Stenio.[redacted]@mfrm.com.

On May 12, 2017, a Customer Relations Representative contacted Mr. Barton regarding his order. Upon delivery, he received the incorrect merchandise; his sales order reflects two twin extra-long mattresses and adjustable bases. Mr. Barton contacted his Mattress Professional and he was to receive...

two california twin extra-long mattresses and adjustable bases. The Mattress Professional advised Mr. Barton we are unable to order these products. A pick up and refund has been offered, and he accepted. Mr. Barton’s stipulation is for him to receive his new merchandise and Mattress Firm will remove ours and the full refund will be processed back to the original form of payment.  He will follow up with the store to schedule the return date.   We believe that Mr. Barton’s issue has been resolved.  Should you have any other questions, please contact K[redacted] Miller [redacted] or e-mail at [redacted]

Sent: Tuesday, June 07, 2016 1:45 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Ms. [redacted] ,   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our...

assistance, please contact us at 866-942-3551.  One of our specialists will be glad to help.                       Sincerely,   Mattress Firm Customer Care

Dear Mr. [redacted], Thank you for reaching out to us with your concern, it is important to us. Unfortunately, we do not offer a refund on the inspection kit. If your product is defective we will arrange the exchange of that product but it states in your manufacturer's warranty card that any...

"transportation" or "inspection" fees are not covered. We assist with our guests warranty claims with the manufacturer as a courtesy but don't refund the inspection fee. We wish you the best with the results of your inspection.  Regards,Mattress Firm Customer Care

Sent: Tuesday, June 07, 2016 1:21 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   [redacted]   Thank you for reaching out to us with your concern. We apologize for any inconvenience this delayed response may have caused you. If you are still in need of our assistance,...

please contact us at 866-942-3551.  One of our specialists will be glad to help.                       Sincerely,   Mattress Firm Customer Care

Case # [redacted]  On March 18, 2017, Mr. [redacted] was contacted by a Customer Relations Representative to address his concerns regarding the warranty claim. Mr. [redacted]’s queen size [redacted] box spring is defective. He was offered a store credit in the amount of $90.00 plus tax for his...

box spring. A warranty credit letter was e-mailed to him and he was instructed to visit his  local Mattress Firm store to select merchandise of equal or greater value upon receipt.  Since we have satisfactorily resolved her complaint, we believe no further action is required. Should you require any additional information, please feel free to contact Karen M[redacted]

Dear Mr. [redacted] We are very sorry to hear about the experience you've had trying to get a reimbursement from the contracted delivery service. Your concern is very important to us. Please allow us the opportunity to look into this for you and see what their plans are to get you the money...

owed. Many thanks. Mattress firm customer service

Hello, Below is the invoice that was purchased, financed paid and signed for. It shows the discounted rate for being a floor model. This would have been reviewed with you at the time you agreed to purchase as well as when it was delivered and set up in your home. Also, our delivery team has our guests sign a manifest stating they received the product. The chairs do have a warranty, as you stated it doesn't work. There is a phone number on your owner's manual to call for assistance with the chair warranty.

Case #: [redacted]Mattress Firm is in receipt of the inquiry regarding [redacted] Upon receipt of the inquiry, Mr. [redacted] was contacted for additional clarity in regards to his advisement of a denied mattress pad claim with [redacted]  The consumer advised that his claim for...

assistance with the cleaning of the stained mattress due to the mattress pad failure was denied, and no additional assistance was offered. Due to Mr. [redacted]’s dissatisfaction and being unclear of the policies and procedures within [redacted] he filed a claim with your agency. On January 25, 2017, [redacted] was contacted on the consumer’s behalf where it was confirmed they were in receipt of his [redacted] inquiries.  The [redacted] inquires indicate they were submitted on January 4, 2017, and January 6, 2017. The claim was reviewed and it was divulged the consumer submitted the claim based on flaking of the mattress pad. [redacted] advised that unfortunately; flaking of the mattress pad is not a manufacturer defect and normally indicates improper laundering. Nonetheless; in an effort to assist Mr. [redacted] he has been extended the option of a partial store credit in the amount of $324.49; which reflects half of his original mattress purchase price of $648.99; Mr. [redacted] accepted this offer and aware the Mattress Firm accommodation store credit is available for the next thirty (30) days, January 25, 2017 to February 25, 2014. If I can be of further assistance please do not hesitate to contact me Chanda N[redacted] at (516)861-7494 or [email protected].

Case# [redacted] On April 29, 2017 a Customer Relations Representative contacted Mr. [redacted], to address his concerns. Mr. [redacted] purchased the [redacted] Mattress through our on line store; [redacted]stores.com. The [redacted] offers a 180 night in home trial with a full refund. Mr. [redacted] requested to...

return the bed and was advised to donate to the [redacted] and provide proof; once the proof is faxed in he will receive his refund back to the original form of payment. As we take these complaints seriously, we believe no further action is required. Should you require further information please feel free to contact Karen [redacted] at (516) 861-7230 or Karen.[redacted]@mfrm.com.

Sent: Tuesday, January 10, 2017 3:18 PMTo: drteam <[email protected]>Subject: ID [redacted] Hi,Please upload our response to ID [redacted].Thank you JCase #: [redacted]On December, 29, 2016, Mr. [redacted] was contacted regarding this complaint. We reiterated our offer and clarified with the consumer in immense detail that the offer is final and unwavering. As a one-time accommodation, we will offer Mr. [redacted] a partial credit for the merchandise found to be not defective. Furthermore, we will extend a Corporate discount on his reselection Mr. [redacted] stated he will review our offer and visit the showroom prior to making a decision.He was advised the offer will remain unwavering. We will continue to work with Mr. [redacted] if he decides to proceed with the offer. If you have any further questions or concern; I can be reached at 516-861-7247 or at ys[redacted]@mattress.com  VanessaG[redacted]Customer Care Manager |Customer Care Operations Department1000 South Oyster Bay Road, Hicksville, NY 11801Office: +1 (516) 861-7626 Mobile: +[redacted]@mattress.com

To: [redacted] <[redacted]> Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   "Dear Ms. [redacted]   Our record indicate that this issue has been resolved. We are sorry for any  inconvenience this may have caused for you. Thank you for being a...

valued customer. Thank you again for reaching out to us. Please feel free to contact us at 866-942-3551.       Thank you,   Glenn [redacted], Sr.Customer Service Manager Improving Lives One Relationship at a Time MFRM Family of Brands

On June 6, 2017 a Customer Relations Representative contacted Mr. [redacted] to no avail.  A detailed message was left with a call back number. After further review of his account, we have confirmed that the full and queen size [redacted] mattresses were picked up on June 1, 2017. On June...

2, 2017 a refund of $193.03 was processed back to the card on file. If Mr. [redacted] should have any further questions he can contact us back at his earliest convenience. As we take these complaints very seriously, we believe no further action is required at this time. Should you require additional assistance please feel free to contact Kuina [redacted] at (516)-861-7503 or kuina.[redacted]@mfrm.com.

Case# [redacted] On February 8, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns. Mr. [redacted] has confirmed since he received the box spring exchange on January 23, 2017, he has not had any other issues. Mr. [redacted] was advised should he need assistance in the future he may contact Stenio or reopen his complaint. As we take these complaints very seriously, we believe no further action is required at this time. Should you require additional assistance please contact Kuina [redacted] at ###-###-#### or kuina.[redacted]@mfrm.com.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.

Hello, We do see your first warranty claim from June of 2015 and the inspection that took place. The claim was denied due to not meeting the manufacturer's warranty guideline criteria. You are more than welcome to open and start another warranty claim if you feel as though your mattress is defective. Contact the warranty department at 866-942-3551.

Thank you. We look forward to receiving your response and your photos.

Case # [redacted]A Customer Relations Representative contacted Ms. [redacted] on December 29, 2016 to address her concerns. Ms. [redacted] expressed her dissatisfaction with the run around she received for three days in order for Mattress Firm to replace her  damaged box spring. To obtain customer satisfaction we have offered to refund $100.00, plus tax, off the price of her order. Ms. [redacted] has accepted the offer. The refund check will be mailed within 7 to 10 business days. We are happy to report the complaint has been resolved. Should you require additional assistance please feel free to contact Kuina C[redacted] at (516)-861-7503 or [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.] I continue to be in possession of the mattress set I did not want, nor the store would accept return of. The bank is wanting payment for the item, yet the $59.00 charge was never credited to my account. 
Regards,
[redacted]

Dear Mr. [redacted], Thank you for reaching out to us with your concern, it is important to us. We are sorry that the warranty process and policies has been frustrating for you. Mattress Firm does provide our guests a service to help them initiate a warranty claim through their manufacturer and...

unfortunately there are fees for home inspection or self inspection kits. This is stated in the manufacturers warranty card that these fees are to be covered by the consumer. If you believe your mattress to be defective we highly recommend you continue through with your warranty claim and if it is deemed defective we can help you get a replacement as soon as possible. Many thanks. 866-942-3551 Mattress Firm Customer Care