Parks Pharmacy

Case # [redacted]A Customer Relations Representative contacted Ms. [redacted] on January, 6 2017, to address her concerns. Ms. [redacted] advised her complaint has already been addressed and the pick up of her mattress and box spring was completed that day. The refund has been processed back to the [redacted]...

finance account on January 9, 2017. Ms. [redacted] should see the funds reflect back to the finance account within a full billing cycle.As we take these complaints very seriously we believe no further action is required at this time. Should you require additional assistance or need further information please feel free to contact Kuina [redacted] at (516)-861-7503 or k[redacted]@mattress.com.

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

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 3/29/2017 and assigned ID [redacted].
Regards,

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.

Sent: Tuesday, June 07, 2016 12:17 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

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

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.  
If you will look a the ticket to see the purchase date and the delivery date it is apparent I did not receive the item I selected and was sent an item from the warehouse..not a display or floor model.   There was still no notification that a floor, model, or display was an "as it item" nor  was I advised of this.  It is misrepresentation...and an excuse due to their relationship with [redacted]  It is still a manufacture defect witth the product wherther is was floor or not...would that mean they are selling seconds or damaged merchandise on the floor?  My purchase was a yearly special they run every year and maybe a discontinued model, but that in no way with all the advertising they express these are sold "as is"; "no warranty"  items.  I am sure there are many consumers out there  that were never advised of this also.   I will not accept nothing less than full exchange from Mattress Firm for a new product of equal value.  It may be a consumer product mis-representation and false advertisement issue as well..  They have just had the same promotion the first quarter of this year 2017 as they dis when I purchased in 2016. Regards,
[redacted]713-256-9109

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

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]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].

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

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.

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

[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.

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 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.

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.

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

Revdex.com:
This letter is to inform you that Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/7/2017 and assigned ID [redacted].
Regards,

Greetings, After some research, we discovered there are two options: 1) You don't need to register your mattress with [redacted] as your receipt of purchase is your proof if you ever need to submit a warranty claim. You may call [redacted] to verify this if you'd like. If you lose your receipt you may always call us as we keep an archived file for our guests purchases. 2) You'd need to utilize your 120 day Happiness guarantee and get the mattress exchanged. It's strange to hear that your new mattress didn't have the law tag? If you choose to use the exchange you'll need to contact your store of purchase. We hope this clears everything up for you. Many thanks. Mattress Firm Customer Care