Parks Pharmacy

Case # [redacted] On April 4, 2017, Mr. [redacted] was contacted by a Customer Relations Representative to address his concerns regarding his king size Classic mattress set that is sagging. In an effort to obtain customer satisfaction, Mr. [redacted]  was offered store credit in the amount of...

$1131.95  plus tax for her mattress set  he will receive a credit letter in the mail. Mr. [redacted] was instructed to visit his local Mattress Firm store to select merchandise of equal or greater value. 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 [redacted] at (516)-861-7230 or Karen.[redacted]@mfrm.com

Dear [redacted] Thank your for reaching out to us with your concern. It is important to us. We sincerely apologize for the inconvenience this situation has caused you. Please allow us to assign a customer care specialist your case to look into further so we may help you resolve this. Many...

thanks. Mattress Firm Customer Care

We are receipt of Ms. [redacted] rebuttal, but unfortunately our response will remain the same. As an accommodation, we will waive the cost for the mattress to be inspected. If the mattress is found to be defective as stated on the manufacturer’s warranty the transportation cost for the replacement will remain applicable. If Ms. [redacted] is ready for the inspection to be coordinated please have her contact us back at her earliest convenience. As we take these complaints very seriously, we believe that no further action is required at this time. If you should require additional information, please do not hesitate to contact Chanelle [redacted] at (516) 861-7174 or chanelle.[redacted]@mfrm.com.

Sent: Tuesday, June 07, 2016 1:37 PM Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [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

On August 10, 2017, a Customer Relations Representative spoke with Ms. [redacted]. To Obtain customer satisfaction Ms. [redacted] was offered $150.00 refund off the price of her mattress and adjustable base. She has accepted the offer and the refund will be processed to the card on file.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-[redacted] or at kuina.[redacted]@mfrm.com.

Case # [redacted] On April 14, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns, regarding the delay of his mattress. Mr. [redacted] ordered his mattress on March 31, 2017 and was later informed that there was a delay from the manufacturer. Mr. [redacted] advised...

the mattress will be delivered through our Distribution Center, instead of [redacted]. If Mr. [redacted] should require additional assistance he will reach out to his Representative.  We believe that no further action is required at this time. However, if I may be of further assistance, please contact Karen [redacted] at (516) 861-7230 or Karen. [redacted]

We are more than happy to assist you with proceeding in the warranty process. Next steps will be an in home inspection and based on the finding of that 3rd party company will dictate if the bed is indeed defective or not.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]3, and have determined that this proposed action would not resolve my complaint.  Sent: Monday, April 03, 2017 12:54 PMSubject: This e-mail is to notify you that you currently have a new message with Revdex.com in regards to complaint #[redacted]3. THEY SAID THEY WERE FIXING THE PROBLEM AND THAT IT WOULD "WORK IT SELF OUT BY THE 3RD STATEMENT .1ST STATEMENT 65.00 2ND STATEMENT 275.00 THIRD STATEMENT 107.00 FORTH STATEMENT 97.00. still NOT THE 80.00 I AGREED TO. mATTRESS FIRM STILL DID NOT GIVE [redacted] THE pAPERWORK THEY NEED TO SHOW I RETURNED A MATTRESS. yOUR OPTIONS IN FOLLOW UP ONLY STATED IF I WAS HAPPY OR NOT. cOULD NOT MAKE THAT DECISION UNTIL NOW AND nO I AM STILL NOT HAPPPY WITH THE RUN AROUND I HAVE BEEN HANDED BY aLL CONCERNED.

Case # [redacted] Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative contacted her on February 10 & 13, 2017 on phone number [redacted] and [redacted] to no avail. A detailed message was left with a call back number. The Representative also sent an email...

to [redacted]. Once we are able to establish connection with Ms. [redacted], we will work to ensure her complaint is resolved. Should you require additional assistance, please feel free to contact Chanelle R[redacted] at (516)-861-7174 or cr[redacted]@mattress.com.

Case# [redacted] On April 8, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her warranty concerns. She was advised her mattress had improper support and was ineligible for a warranty replacement. Ms. [redacted] was informed that if she corrects her frame support we would issue a...

warranty store credit for her a mattress. She will forward us a photo once she adds the additional slat needed to maintain her warranty. 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 chanelle.[redacted]@mfrm.com.

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.]
Regards,
First of all, I am a MRS! Secondly, NO time lapse as I called them the day of the delivery, sent pictures of damages, contacted management, everything. I've also repeatedly tried to call this woman at a NY area code even though the company is based out of Houston, she never answers her phone. My complaint is VALID and this is a terrible company.

Greetings [redacted], Thank you for sharing your concern with us. It is very important. We wanted to let you know we have a customer care specialist looking into your complaint. Thank you very much. Regards,

Case# [redacted]Upon receipt of the complaint filed by Mr. [redacted] a Customer Relations Representative contacted him on March 10, 2017, to no avail. Our records show a refund has been submitted to the original form of payment in the amount of $355.81, on March 8, 2017. If Mr. [redacted] has any questions, 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 Stenio [redacted] at (516)-861-7763 or Stenio.[redacted]@mfrm.com.

Case # [redacted]Upon receipt of this complaint filed by Ms. [redacted], a Customer Relations Representative contacted her on June 24 & 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 Ms. [redacted] to ensure her complaint is resolved. Should you have any additional questions, please feel free to contact Stenio [redacted] at (516)-861-7763 or Stenio.[redacted]@mfrm.com

Case # [redacted]A Customer Relations Representative contacted Mrs. [redacted] on April 17, 2017 to address her concerns with the merchandise. Upon additional review of her account, Mattress Firm offered to remove the full size [redacted] mattress and box spring from her home for a refund of the purchase...

price. Mrs. [redacted] accepted the offer and the return will be completed on April 28, 2017. Mrs. [redacted] is aware a refund of $457.28 will be credited to her original form of payment following the return of her merchandise.           We believe that Mrs. [redacted]’s complaint has been resolved at this time.  Should you have any other questions, please contact Stenio [redacted] (516)861-7763 or e-mail at Stenio.[redacted]@mfrm.com.

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.  
I am still awaiting an email from Mattress Firm as to where to email them with the mattress we wish to exchange with because the Sealy mattress we originally purchased is no longer in stock plus they informed me that they have discontinued their relationship with them.  Therefore we are to go to the Mattress Firm store and chose another mattress and email them with the brand and stock number so they can send the exchange to us.  However I still have not received that email from them so I can respond to that.  They have told me there will be no fees except if we chose a mattress over the original purchase price which is fine, I just need them to email me with their email so we can proceed.  I appreciate your help in resolving this matter.  
Regards,

[redacted]
 Thank you for sharing your concern with us. Our records indicate a cancellation was submitted as it usually takes 7-10 business days to receive a refund from our TX office. If you still have not received a check after this time please contact our customer care team...

at 866-942-3551 and we can provide further assistance. Many thanks. Mattress Firm Customer Care

On May 24, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns. He was advised his mattress met the manufacturer’s standards and was ineligible for a warranty replacement. In pursuit of customer satisfaction and as a one-time accommodation, Mr. [redacted] was offered...

an in-store credit of $1249.99, plus tax. The newly selected mattress must be equal or greater value. Mr. [redacted] accepted the offer and will visit his local Mattress Firm store to process his exchange. We believe that no further action is required at this time. However, if I may be of further assistance, please contact Kuina [redacted] at (516) 861-7503 or kuina.[redacted]@mfrm.com.

Case # [redacted] We are happy to report that Mr. [redacted]’s complaint has been resolved. Our records indicate his order has been canceled and a refund was submitted to his [redacted] ending in [redacted] on December 19, 2016.  We sincerely do apologize for the delay. 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.

Dear Mr. [redacted], Thank you for reaching out to us with your concern. We apologize for the delivery taking longer than expected. We truly appreciate your business and hope that you are happy with your product.Many thanks, Mattress Firm Customer Care