Parks Pharmacy

Case [redacted] Upon receipt of this complaint filed by Mr. Prieto, a Customer Relations Representative obtained the inspection photos of his mattress. The results revealed the mattress met the manufacturers’ requirements; therefore Mr. Prieto was ineligible for a warranty replacement. In pursuit of...

customer satisfaction and as a one-time accommodation a Customer Relations Representative contacted Mr. Prieto on April 8, 2017 and offered a in store credit of $ 592.59,plus tax for his mattress; credit can be applied towards a new mattress of equal or greater value. Mr. Prieto accepted the offer and will visit his local Mattress Firm store to process his exchange. 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 Craig at (516)-861-7503 or [email protected].

Thank you. We will reach out to you again soon.

We are happy to report that Ms. Moore’s complaint has been resolved. Our records indicate her order has been refunded and was submitted to her [redacted] in [redacted] on [redacted]. An e-mail copy of the receipt showing the refund being processed was submitted to the e-mail address...

on file as well. 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 [redacted] at [redacted] or [redacted]

Case #: [redacted] On February 19, 2017, a Customer Relations Representative contacted Mr. [redacted] to address his concerns regarding his sagging mattress. Mr. [redacted] was advised that the company no longer does business with [redacted], they handle their own warranty claims. Mr. [redacted] then stated it...

was a comfort issue. Mr. [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 customer. We will continue to work with Mrs. [redacted] until we have resolved the complaint; we believe no further action is required at this time. If I may be of further assistance, please contact Karen [redacted] at (516)-861-7230 or via email at karen.[redacted]@mfrm.com.

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.  Sent: Tuesday, October 18, 2016 2:03 PMSubject: Mattress Firm Complaint  Revdex.com in regards to complaint #[redacted].This has been settled.Thank you,[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.  
I have already done this.  This has been on going for over a year now.  I was told that there was nothing that could be done on multiple occassions begining with my first complaint 90 days after purchasing the mattress.  Unless you are offering a refund and coming to get the mattress, the service and product that I received has been unexceptable. 
Regards,
[redacted]

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 1/4/2017 and assigned ID [redacted]
Regards,

Hello, We certainly aren't trying to bully anybody. We just wanted to state the fact the inspector is paid to take measurements, photos and report the facts. We do not pay them off to tell lies or to stay in business (our guests actually pay the inspection fee). We are actually rooting for the guest and are your biggest advocate. We employ a warranty department to assist our guests the best we can with the manufacturer's warranty, which is there warranty not ours. We feel this is a much better way of doing business versus selling a product and  sending them to the manufacturer for any problems. We want to let you know, although you may not think so, you are a valued guest and we are here to assist you with your warranty claim. Regards,

Update: The order has been cancelled and a refund requested.

Revdex.com:
[redacted], and find that this resolution would be satisfactory to me.  
Just to let you know Karen sent me a store credit of $509.99 for the mattress. I appreciate your assistance. We still have to pick out a mattress and a replacement box spring which they gave us nothing for. I hate the thoughts of even going back but it's that or take a total loss.Regards,[redacted]

Case# [redacted] On January 23, 2017, a Customer Relations Representative contacted Ms. [redacted] to address her warranty concerns.  As an accommodation, Mattress Firm went-out of its established policies and offered Ms. [redacted] to return her mattress for a complete refund. Ms. [redacted] accepted...

the offer and the return will be completed on January 27, 2017.  She is aware a refund of $583.00 will be sent via check to her address on file.           We believe that Ms. [redacted]’s complaint has been resolved at this time.  Should you have any other questions, please contact Karen M[redacted] (516)861-7174 or e-mail at [email protected].

Sent: Tuesday, June 07, 2016 1:07 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

Dear Mr. [redacted], Thank you for sharing your concern with us. Our records indicate that this issue has been resolved and the refund was processed on 11/30/15. We are sorry for any  inconvenience this may have caused for you. Thank you for being a valued customer. Please feel free to call us at...

[redacted] if you have any further questions.

Case # [redacted] A Customer Relations Representative contacted Mrs. [redacted] on April 3, 2017 to address her concerns. Mrs. [redacted] sent in the photos and the report reflects that the merchandise is not up to the manufacturer standards. Mrs. [redacted] has been advised that she has received a warranty store...

credit for the mattress $1400.00, plus tax.  Mrs. [redacted] may visit her local showroom for assistance. Since we have resolved the complaint for Mrs. [redacted] to her satisfaction, we believe no further action is required at this time. If I may be of further assistance, please contact Stenio [redacted] at (516)-861-7503 or via email at Stenio.[redacted]@mfrm.com.

Case # [redacted]On April 27, 2017, a Customer Relations Representative contacted Mrs. [redacted] to address her concerns to no avail. A detailed message was left with a call back number. After further review of Mrs. [redacted]'s account our records indicate a refund of $250.00 was processed and the...

check was mailed on April 25, 2017. Mrs. [redacted] should receive the check within the next couple of days. As we take these complaints very seriously, we believe no further action is required at this time. Should you need additional assistance please feel free to contact Kuina [redacted] at (516)-861-7503 or kuina.[redacted]@mfrm.com.

Revdex.com:
I am responding to the company's request for information.Please let them know that I've left the order number multiple times---in all my voicemail messages that have gone unanswered. My order number is [redacted].

Sent: Thursday, December 29, 2016 10:06 AM Subject: ID [redacted] A Customer Relations Representative contacted Ms. [redacted] and left a detailed voice message in regards to the claim filed. Since customer satisfaction is our number goal, Mattress Firm has taken into consideration Ms. [redacted] discomfort. Mattress Firm will offer to have the disposal fee refunded in form of a check.  In order to fulfill this offer, Ms. [redacted] will need to contact the representative below to redeem. As we do take these complaints very serious, we will continue to work with Ms. [redacted] to ensure her complaint is resolved. Should you require additional assistance please contact Stenio J[redacted] at (516)-861-7763 or sj[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

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 am not satisfied.  We received the wrong, defective product.  In searching I see where Mattress Firm list stores on most states.  I guess they got so big and profitable by screwing customers.  If they don't take it back, I'm stuck with a chair we don't want, and doesn't work.  We can get it too work, but why do we have to call for warranty when it was delivered defective. I believe Mattress firm needs to utilize customer service, or they will be in trouble like other companies that failed to do so.  Sears, Kmart, etc.  You will get what you deserve.  Try and get money from the CEO's when they close your doors.

[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]3, and find that this resolution would be satisfactory to me.

Thank you for correcting this. I am happy with the results. 
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.