Parks Pharmacy

Sent: Friday, April 01, 5:PM Subject: Complaint ID: [redacted] Complaint ID: [redacted] Dear Mr***, [redacted] financing allows a guest to pay the mattress off interest free over the course of days; however, [redacted] charges a processing fee to use their credit lineWe apologize for any inconvenience this may have causedThank you again for reaching out to usPlease feel free to contact us at [redacted] Thank you,

On June 5, 2017, a Customer Relations Representative reached out to MrsToro to address her concerns with the service in store and her Synchrony accountWe have confirmed that the hold was removed from her Synchrony account and the account is now closedShould she reconsider doing business with Mattress Firm we have offered her a Friends and Family discount on a future purchaseWe sincerely apologize for the inconvenienceAs we take these complaints very seriously, we believe that no further action is required at this timeIf you should require additional information, please do not hesitate to contact [redacted] Homes at [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, I called them at number they left and they told me the contact was in a meeting and would call backI'm still waiting and wanting to talk to him/her

Sent: Thursday, December 29, 9:AM Subject: ID [redacted] A Customer Relations Representative contacted Ms [redacted] to address her concernsWe were unable to reach Ms***, a detail message was left in regards to this complaintAlthough Mattress Firm’s policy does not offer refunds or exchanges on any clearance / floor model massage chairs after delivery, in the pursuit of customer satisfaction, we are offering Ms [redacted] a partial refund in the amount of $1,plus taxIn order to redeem this offer, Ms [redacted] will need to contact the representative belowAs we do take these complaints very serious, we will continue to work with Ms [redacted] to ensure her complaint is resolvedShould you require additional assistance please contact Stenio J [redacted] at (516)-861-or sj***@mattress.comVanessa G [redacted] Customer Care Manager |Customer Care Operations Department South Oyster Bay Road, Hicksville, NY Office: +(516) 861-Mobile: + [redacted] VG [redacted] @mattress.com

Case# [redacted] On April 12, a Customer Relations Representative contacted Mrs [redacted] to address her concernsThe Representative and Mrs [redacted] had a conference call with [redacted] y who confirmed her monthly payments will always be $except for the final payment which will be $Mrs [redacted] accepted the terms as this is the lowest her payments will beAs we take these complaints very seriously, we believe no further action is required at this timeShould you require additional assistance please feel free to contact Kuina [redacted] at (516)-861-or [redacted]

Sent: Monday, January 09, 10:AM To: drteam Subject: ID [redacted] Hi, Please upload response to case [redacted] Thank you Case# [redacted] On December 10, 2016, Ms [redacted] purchased from Mattress Firm a king size [redacted] [redacted] mattress, a mattress protector, frame, two pillows and two [redacted] adjustable foundations; delivery was completed on December 10, Ms [redacted] visited her local Mattress Firm showroom to request a price adjustment on her mattressAt the time of purchase, Ms [redacted] received a copy of the Mattress Firm Terms and ConditionsOur Price Guarantee states, “If a customer finds the same or a comparable mattress at a lower price elsewhere within (100) days of purchase, we will beat any advertised price by 10% or your purchase is free, merchandise MUST be the same or comparableCustomer must present competitor’s current ad or invoice.” Ms [redacted] provided the Mattress Professional with an ad she received from a competitor on–line in the amount of $4,The Mattress Professional emailed the showroom Manager to have the request reviewedUsing the information Ms [redacted] attached to her Revdex.com complaint, the showroom Manager confirmed the merchandise was in fact comparable A refund of $ was processed and it will be refunded back to the original form of paymentMs [redacted] was notified of the outcome As we take these complaints very seriously, we believe that no further action is required at this timeIf you should require additional information, please do not hesitate to contact Karen [redacted] at (516) [redacted] or [redacted] Vanessa [redacted] Customer Care Manager |Customer Care Operations Department South Oyster Bay Road, Hicksville, NY Office: +(516) 861-Mobile: +(516) 384-V [redacted] @mattress.com

Case # [redacted] A Customer Relations Representative contacted MsGovier on January [redacted] to address her concernsIn the pursuit of customer satisfaction, we offered a full store credit for her [redacted] Mattress in the amount of $ [redacted] , plus tax with the stipulation that she must update her bed frame support to ensure her bed is properly supported and will uphold her warranty for the new setMsGovier advised she will work on having the support added and get back to us.As we take these complaints very seriously, we will continue to work with MsGovier to ensure her complaint is resolvedIf I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Stenio Joseph at [redacted]

Case # [redacted] On March 31, 2017, a Customer Relations Representative contacted Mr [redacted] to address his concernsMr [redacted] advised that when he filed his complaint, he still had not hear from the shipping company to schedule a re-delivery dateSince, he was contacted and informed the delivery will take place on March 28, He was advised should he have any issues he can reach out to the Representative for further assistance As we take these complaints very seriously we believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Karen [redacted] at (516) 861-or Karen[redacted] @mfrm.com

Case #: [redacted] On February 19, 2017, a Customer Relations Representative contacted Mr [redacted] to address his concerns regarding his sagging mattressMr [redacted] was advised that the company no longer does business with [redacted] , they handle their own warranty claimsMr [redacted] then stated it was a comfort issueMr [redacted] was offered a option of e-mailing his Customer Relations Representative photos of the mattress, box and also the support, we have not received any photos as of yet, once photos are received I will review them to see how we can best assist the customerWe will continue to work with Mrs [redacted] until we have resolved the complaint; we believe no further action is required at this timeIf I may be of further assistance, please contact Karen [redacted] at (516)-861-or via email at karen[redacted] @mfrm.com

Case # [redacted] On March 31, a Customer Relations Representative contacted Mrs [redacted] to discuss the complaintMrs [redacted] has confirmed that the check has been received We sincerely do apologize for the delay.Should you have any further questions, please contact Stenio [redacted] at stenio[redacted] @mfrm.com

On June 6, a Customer Relations Representative contacted Mr [redacted] to no avail A detailed message was left with a call back numberAfter further review of his account, we have confirmed that the full and queen size [redacted] mattresses were picked up on June 1, On June 2, a refund of $was processed back to the card on fileIf Mr [redacted] should have any further questions he can contact us back at his earliest convenienceAs we take these complaints very seriously, we believe no further action is required at this timeShould you require additional assistance please feel free to contact Kuina [redacted] at (516)-861-or kuina.***@mfrm.com

Greetings Ms [redacted] , Thank you for reaching out to us with your concernWe see that you did initiate a warranty claim with usUnfortunately, we are bound to the manufacturer's warranty and the guidelines they set forth regarding support and frame support underneath the mattressWe'd be more than happy to assist you in the future if the issue with the frame is correctedCall us at 866-942-if you have further questionsRegards, Mattress Firm Customer Care

Case # [redacted] On March 23, 2017, a Customer Relations Representative contacted Mr [redacted] to no availA detailed message was left with a call back numberMr [redacted] was advised the delivery fee of $79.99, was refunded today back to the credit card on fileShould see the funds reflect in his account within the next few daysAs we take these complaints seriously, we believe no further action is required at this timeShould you require additional assistance please feel free to contact Kuina C [redacted] at (516)-861-or [redacted]

On June 9, 2017, a Customer Relations Representative contacted Ms [redacted] regarding this complaint Ms [redacted] advised the mattress has lost its firmness and is sagging when she lies down causing the mattress bowMs [redacted] was advised the Manufacturer only covers structural defects with no weight is appliedSince there are no defects in the mattress, the manufacture would not be able to honor the warranty claim at this timeHowever, in the pursuit of customer satisfaction, a partial credit of $472.00, plus tax, would be applied towards the purchase of new bedding along with a Corporate Discount Ms [redacted] has accepted our offer and will visit her local Mattress Firm showroom at her earliest convenienceOnce reselects she will follow up with the Representative for further assistanceAs we take these complaints very serious, we believe no further action is requiredShould you need additional assistance please feel free to contact Stenio [redacted] at (516)-861-or Stenio[redacted] @mfrm.com

Case # [redacted] A Customer Relations Representative contacted Mrs [redacted] on April 17, to address her concerns with the merchandiseUpon 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 priceMrs [redacted] accepted the offer and the return will be completed on April 28, Mrs [redacted] is aware a refund of $will be credited to her original form of payment following the return of her merchandise We believe that Mrs***’s complaint has been resolved at this time Should you have any other questions, please contact Stenio [redacted] (516)861-or e-mail at Stenio[redacted] @mfrm.com

Upon receipt of Ms [redacted] ’s complaint filed with your agency, a Representative from our Customer Relations Department reached out to her on July 10, Ms [redacted] advised her mattress has a sag in the centerMs [redacted] was offered to file a warranty claim; however, she did not have a copy of her sales receipt from her purchase with Bedding ExpertsDue to Mattress Firm not acquiring Bedding Experts system we were unable to produce an invoiceMs [redacted] will attempt to reach out to the manufacturer directly to see if they can offer further assistance If the manufacturer is unable to assist her further Mattress Firm is more than happy to offer a Corporate Discount on a new purchase As we take these complaints very serious, we believe no further action is requiredShould you need additional assistance please feel free to contact Stenio [redacted] at (516)-861-or Stenio[redacted] @mfrm.com

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

Sent: Thursday, December 29, 10:AM Subject: ID [redacted] A Customer Relations Representative contacted Mrs [redacted] on 12/22/to address her concernsShe advised that her bed is defective /sinking inAs a one-time accommodation; we offered to exchange her set without going through the inspection processA credit letter has been sent to Mrs [redacted] explaining the conditions surrounding the exchangeWe believe that no further actions are required at this timeIf you have any further question please contact Yanique S [redacted] at 516-861-or at [email protected] Vanessa G [redacted] Customer Care Manager |Customer Care Operations Department [redacted]

Revdex.com: I received my refund This letter is to inform you that The Mattress Firm aka Mattress Firm (Corporate Locations & Office) has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/5/5:00:PM and assigned ID [redacted] 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 Sent: Wednesday, July 19, 11:AMSubject: Re: Complaint Karen was the one I sent the pictures to via emailI never heard anything else by phone or emailI am not satisfied with the responseAt this time I see they have no intentions of doing anythingIt is my only and last time of purchasing from Mattress Firm and I will spread the word about them as wellRegards [redacted]