Parks Pharmacy

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.

[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 ID [redacted], and find that this resolution would be satisfactory to me.  I have spoke to Ashley at the Jacksonville Florida Location and she has Kindly taken care of all Issues. thank you

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, The mattress was purchased within the past year. I am insulted that you are amazed a sharp 2 inch long piece of wood was found in the mattress. This is the truth! We looked this issue up and apparently this has happened to others, so you are incorrect about it being unusual. Wood is often used in the factory to make boxsprings and sometimes, as the assembly of mattresses is happening, a piece can get lodged in. I was changing the mattress pad when I noted with my fingers a sharp object at the underpart of the mattress. It took a while to turn the mattress around and find out what it was. It made a hole in the mattress protector, pad, and mattress. Hence, I will now need a new mattress protector, pad, and mattress. I am sure this piece of wood was inside the mattress when it was delivered to us by Mattress Firm. We wouldn't have noticed it, since it was lodged inside the mattress. However, after several months of my husband sleeping on it, I'm sure his body weight helped to push the piece of wood through the mattress. My husband only weighs 153#. You note that the warranty says we must incur the cost of an inspector coming and the delivery of the new mattress, plus the removal of the damaged mattress. This is about $100.00. That is an unfair fee considering we paid $486.25 in March of 2015 for a brand new mattress. In summary, a representative should be sent out to our home to inspect the defective mattress, at no charge to us. We have purchased 3 other mattresses at Mattress Firm, and we should be given some credence for customer dedication. This is an unacceptable practice. We don't own a truck or large vehicle to haul the new/defective mattresses. For such a large company this should be provided given the product was defective. Remember, we are just asking to replace their defective mattress. I guess we will eat the cost of replacing the mattress pad and protector, even though they should replace those items also. [redacted] and [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.]
Regards,
  Received a return email from [redacted] stating an in store credit was attached but there was no letter attached. Can you please re-send it.TY~[redacted]

Case # [redacted]Upon receipt of the complaint filed by Mr. [redacted], a Customer Relations attempted to contact him on phone number [redacted] but to no avail. A message was left with a callback number. Our records show he received a delivery from Mattress Firm on May 5, 2016. It is very important that...

a customer contacts us immediately after the delivery to ensure that our delivery carriers are able to assist accordingly. Due to the lapse in time it may be difficult for us to substantiate his claim, but Mr. [redacted] can forward any proof he has that supports the drivers damaging his mattress to chanelle.[redacted]@mfrm.com. Once we have received this information we will review it with the delivery contractor. 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.

Subject: FW: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Dear Mr. [redacted],   We appreciate you sharing your concern with us. We apologize that you are not happy with the conditions of the warranty. The warranty card that came with your mattress states...

that “transportation and inspection fees” are the consumers responsibility. We are unable to waive these fees. It’s up to your discretion if you’d like to have a 3rd party inspector look at the area of concern, however, it seems strange there would be a wood piece in the brand new mattress that uses zero percent wood product in the construction. If you have any other questions please feel free to call our warranty department at 866-942-3551.   Regards,

Case #: 11857332Mattress Firm is in receipt of the inquiry regarding [redacted] Judd. In review of the consumers concern and in an effort of being customer centric we are extremely apologetic for Ms. Rudd’s claims of the repeated cracking/[redacted] To resolve...

the consumes concern we are issuing a refund in the amount of $160.00, plus tax which is reflective of the [redacted]g(s) purchase price, we are issuing the refund of $80.00; each reflective of the If I can be of further assistance please do not hesitate to contact me [redacted] Nixon at (516)861-7494 or [email protected].

Sent: Tuesday, June 07, 2016 2:32 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

Case# [redacted] Upon review of this complaint filed by Ms. [redacted], her delivery took place on March, 30, 2017. On April 1, 2017, a Customer Relations Representative contacted Ms. [redacted] to see if required additional assistance. A detailed message was left with a call back number. As we take these...

complaints very seriously, we believe no further action is required at this time. Should you require additional information please feel free to contact Kuina [redacted] at (516)-861-7503 or kuina.[redacted]@mfrm.com.

We are in receipt of a rebuttal filed by Mrs. [redacted]. Mrs. [redacted] re-selected to the queen size Simmons [redacted] mattress and box spring. To obtain customer satisfaction, she was offered the set as an even exchange. Mrs. [redacted] accepted the offer and the exchanged was completed on April 11, 2017.As we take these complaints very seriously, we believe no further action is required. Should you need additional information please feel free to contact Kuina [redacted] at [redacted] or kuina.[redacted]@mfrm.com.

On May 15, 2017 a Customer Relations Representative contacted Mrs. Moran to address her concerns. Ms. Moran was not awarded a warranty credit on her set due to improper support; this is a condition that voids the Manufacturer’s warranty. In the pursuit of customer satisfaction, as a one-time...

accommodation, Mattress Firm stepped outside the warranty and offered a courtesy exchange of his queen size mattress and box spring under the condition that she corrects the support according to the warranty guidelines. Ms. Moran has submitted photos showing the updated support and has been granted the warranty credit. Ms. Moran will visit a store to complete her exchange.We believe no further action is required. If there are any other questions or concerns, please contact Stenio Joseph at [redacted] or S[redacted]

[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 of $1,500 plus tax would be satisfactory to me.

On August 1, 2017, a Customer Relations Representative contacted Mrs. [redacted] to no avail. A detailed message was left with a call back number. As we take these complaints very seriously, we will continue to work with Mrs. [redacted] to ensure her complaint is resolved. Should you require additional...

assistance please feel free to contact Kuina [redacted] at (516)-861-[redacted] or at kuina.[redacted]@mfrm.com.

This request has been honored.

Case # [redacted] Upon receipt of this complaint, a Customer Relations Representative contacted Ms. [redacted] who insisted that the delivery personal delivered the merchandise with bed bugs inside. Ms. [redacted] was educated about the life cycle of bed bugs. This indicates no possibility that the infestation could have originated in newly constructed merchandise delivered from the manufacturer or in Mattress Firm warehouse. First and foremost, bed bugs do not come from beds, they come from people. Mattress Firm takes proactive measures needed to ensure our merchandise remains in sanitary condition within our warehouses, trucks and stores. In the pursuit of customer satisfaction, Mattress Firm has offered a refund of $2649.62; Ms. [redacted] declined the offer. Should she reconsider this offer, she can contact her Representative.  Please keep in mind this offer will be valid until January 31, 2017. We will continue to work with Ms. [redacted] to make sure her complaint is resolved; at this time we believe no further action is required. If you should have any questions, please feel free to contact Stenio [redacted] at (516) 861-7763 or [redacted].

Better Business...

Bureau:
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.]  The refund they promised has not gone through yet- no one at the Revdex.com called me to talk about this only the manager of mattress firm. once the return goes through that they promised a week and a half ago I will accept this.
Regards,

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 didn't have a problem with the action taken until I just received the mattress -- 5/10/2017 at 6:35pm . Upon delivery I started to tear off the plastic to assure its a brand new mattress. indeed it seems to be new but the mattress itself is damped/humid even tags damped. I asked the delivery guy why would the mattress be damped or humid, he checked it out and stated 'it perhaps should be because its been in the truck all day.' Which would be understandable if it the weather was perhaps 90 degrees, but instead its chilly and theres no reason why I should have another issue with mattress firm for the second time. I was told to stay with it and contact the store tomorrow... instead I contacted Ms. Chanelle [redacted] right away but got the message system, Left a message to have my call returned.  At this point I'm highly upset and should receive a full reimbursement with a new mattress for absolutely all problems caused. Work Time, effort and disappointment has been lost all for the negligence and rudeness of a sales person that wasn't honest to a customer at point of sale. 
Regards,[redacted]

Sent: Tuesday, December 27, 2016 10:49 AMSubject: ID [redacted] Case# [redacted] On December 20, 2016, a Consumer Relations Representative contacted Mr. [redacted] to address his warranty 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 a store credit of $1090 plus tax for his mattress; this credit can be applied towards the purchase of new bedding and will be available until January 20, 2016. Mr. [redacted] may visit his local showroom for assistance. 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.     Vanessa [redacted]

Subject: ID [redacted] On December 19, 2016, A Customer Relations Representative attempted to contact Ms. [redacted] but the number that was provided is disconnected. We are unfortunately unable to locate her in our database. We would love an opportunity to address her concerns, but would need accurate contact information. If Ms. [redacted] is still in need of assistance please have her contact us at her earliest convenience. As we take these complaints very seriously, we believe that no further action can be done at this time. Should you have any additional information please feel free to contact Chanelle R[redacted] at (516) 861-7174 or cr[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

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