Parks Pharmacy

On [redacted], a Customer Relations Representative contacted Mr. [redacted] to address his concerns. Mr. [redacted] explained that the merchandise picked up from a Mattress Firm showroom was defective and was unable to have a return completed. As per Mattress Firm terms and conditions...

all returns and exchanges has to be processed at the nearest Mattress Firm warehouse facility. In pursuit of customer satisfaction Mattress Firm has offered Mr. [redacted] a refund of the defective product and to be discarded by his own accordance. Mr. [redacted] has accepted the offer and the [redacted] plus tax will be refunded to the original form of payment. At this time we believe no further action is required. Should you require any additional information, please feel free to contact [redacted] at [redacted] or [redacted].

Case # [redacted]Upon receipt of this complaint filed by Mrs. [redacted], a Customer Relations representative contacted her on June 26, 2017 to no avail. A detailed message was left for her with a call back number. As we take these complaints seriously, we will continue to work with Mrs. [redacted] to...

ensure her complaint is resolved. Should you have any additional questions, please feel free to contact Karen [redacted] at (516)-861-[redacted] or Karen.[redacted]@mfrm.com.

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

Upon receipt of Ms. [redacted]'s rebuttal, a Customer Relations Representative contacted her on June 3,2017, to no avail; a detailed message was left on 843-849-1452. Mattress Firm aspires to provide all its customers with not only the highest quality product; but also with the service and support befitting its excellent reputation and worthy of consumer confidence.  We sincerely regret that Ms. [redacted]’s experience did not meet those standards, but appreciate her taking the time to inform us so we may improve our organization to better serve our valued customers.  If Ms. [redacted] should have any additional questions or concerns please have her contact us at her earliest convenience. At this time we believe no further action is required. Should you need additional assistance, please contact Karen [redacted] @ [redacted] or Karen.[redacted]@mfrm.com.

Case # [redacted]A Customer Relations representative contacted Mrs. [redacted] regarding her rebuttal. Mrs. [redacted] visited a showroom on May 19th and made a new purchase (reference invoice # [redacted]). She selected a queen size [redacted] Mattress which retails at $1749.99 at a discounted price of $900.00 and a queen size [redacted] box spring which retails at $150.00 at a discounted price of $125.00.  In addition to the discounts mentioned above, as a final accommodation for customer satisfaction, we offered to waive the delivery fee of $79.99 plus tax; Mrs. [redacted] has accepted this offer.At this time we believe no further action is required. Should you need additional assistance, please contact Karen [redacted] @ 516-861-7230 or Karen.[redacted]@mfrm.com.

Sent: Wednesday, December 28, 2016 9:05 AM Subject: ID [redacted] Case # [redacted]   A Customer Relations Representative contacted him on December 19, 2016, to no avail. A detailed message was left with a call back number. If Mr. [redacted] is still in need of assistance, he can contact his...

Representative at his earliest convenience.   At this time we believe no further action is required. Should you require any additional information, please feel free to contact Chanelle R[redacted] at (516)-861-7174 or c[redacted]@mattress.com.     Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department 1000 South Oyster Bay Road, Hicksville, NY 11801 Office: +1 (516) 861-7626 Mobile: +[redacted] VG[redacted]@mattress.com

Sent: Friday, April 01, 2016 5:51 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [redacted],   [redacted] financing allows a guest to pay the mattress off interest free over the course of 90 days; however, [redacted] charges a processing fee to use their credit...

line. We apologize for any inconvenience this may have caused. Thank you again for reaching out to us. Please feel free to contact us at [redacted].  Thank you,

Case # [redacted] On March 23, 2017, a Customer Relations Representative contacted Mr. [redacted] to no avail. A detailed message was left with a call back number. Mr. [redacted] was advised the delivery fee of $79.99, was refunded today back to the credit card on file. Should see the funds reflect in his...

account within the next few days. As we take these complaints seriously, we believe no further action is required at this time. Should you require additional assistance please feel free to contact Kuina C[redacted] at (516)-861-7503 or [redacted]

Dear Revdex.com    Please refrain from sending complaints that do no relate to my stores I am a Franchise OWNWER OF THE 7 [redacted] area stores.  Respectfully, [redacted]

Hello, We have a customer care specialist looking into this with the Distribution center for you. Please let us know if you haven't received a reply from the delivery company within 48 hours.

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,

Dear Mr. [redacted], We apologize for any inconvenience this concern may have caused you. Your concern is important to us. Our records do indicate the set was delivered on 4-3-16. We have notes that state we tried to reach you on 3-25 but you were unavailable and we didn't receive a response....

Unfortunately, we won't be able to offer a further discount on the product as you have already received a very heavy discount pricing on the product. We assure you we'll use this as a coaching opportunity with our staff. Thank you again for reaching out to us. Sincerely,Mattress Firm Customer Service

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.]When the chair was finally delivered I told the movers that I thought it was the wrong chair, but signed anyway as I was not sure.  My wife came home several hours later and said it was the wrong chair.  The instruction manual provided with the delivered chair was for the chair we requested, not the chair received.  The remotes are different so it is useless to us.  As this was in dispute, I did not use the chair.   It still has the tags attached it was delivered with.  It was only a couple of weeks ago that I tried the chair and discovered it was defective.  A company as large as Mattress Firm wants me to get warranty work done for something what was defective when they delivered it.  The display at the Home Show did not have model numbers, prices etc.  We just told the salesman which one we liked.  He wrote up the more expensive chair, and Mattress Firm is ok with that too.  Crap for customer service.  Come get your garbage please, and try and dupe another customer. 
Regards,

Hello,
We will have a customer service representative reach out to you soon to set the inspection. We will waive the $25 inspection fee as a courtesy to you. We are unable to waive any delivery/transportation fees if the mattress is found to be defective. This is noted in the warranty card that both fees are not covered under your manufacturer's warranty. Thank you.
Regards,

Sent: Wednesday, December 21, 2016 5:28 PMTo: drteamSubject: ID [redacted] - Upload Response Hi, Please upload ID [redacted] Case# [redacted] On December 17, 2016, A Customer Relations Representative contacted Mr. [redacted] to address his warranty concerns. He was concerned...

with the amount of warranty credit given for his mattress replacement. Mr. [redacted] was advised that the manufacture warranty for [redacted] is prorated; therefore each year the mattress set would decrease in value. In pursuit of customer satisfaction and as a one-time accommodation, Mr. [redacted] was offered a store credit of $212.08 plus tax, for his mattress set; this credit can be applied towards the purchase of new bedding. He may visit the local store to make his selection. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle R[redacted] at (516) 861-7174 or cr[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]VG[redacted]@mattress.com

Hello Mr. [redacted] Thank you for reaching out to us with your concern. We have a customer care specialist looking into this for you. Please let us know if you still have not received your payment in the next 5 business days. 866-942-3551. Mattress Firm Customer Care

Sent: Thursday, December 29, 2016 10:43 AM Subject: ID [redacted] A Customer Relations Representative contacted Mrs. [redacted] on 12/22/2016 to address her concerns. She advised that her bed is defective /sinking in. As a one-time accommodation; we offered to exchange her set without going through the...

normal inspection process. A credit letter has been sent to Mrs. [redacted] explaining the conditions surrounding the exchange. We believe that no further actions are required at this time. If you have any further question please contact Yanique S[redacted] at 516-861-7247 or at [email protected] Vanessa G[redacted] Customer Care Manager |Customer Care Operations Department [redacted]

Hello, We have got in touch with our specialist team and have asked them for a copy of your finance agreement so then we may forward it to you.

Case# [redacted] In review of Mr. [redacted]’s rebuttal, our offer of an accommodation partial store credit in the amount of $900 in conjunction with a corporate discount will remain the same. While we are aware of his dissatisfaction, a warranty exchange can only be completed if the mattress is considered defective under the manufacturer’s guideline. If Mr. [redacted] refuses the offer, he still will have the option of requesting another inspection.  We believe that no further action is required at this time. However, if I may be of further assistance, please contact Chanelle [redacted] at (516) 861-7174 or c[redacted]@mattress.com.

Ms. [redacted] had the box spring exchanged on December 7, 2016. We are happy to report her complaint has been resolved. If I can be of further assistance, or if you should require additional information, please do not hesitate to contact Kuina C[redacted] at (516)-861-7503 or [redacted].