Parks Pharmacy

Greetings [redacted], Thank you for sharing your concern with us. Mattresses are handmade and can vary a little bit. The industry standard allows up to and inch and a half variance either way on the 60" x 80" measurement. We would need to make sure measurements are being correctly taken. The...

proper way to measure would be to measure the bottom part of the mattress from tape edge to tape edge. You can feel free to email our customer service department at [redacted] with these photos or you can call us at [redacted] If the photos are inconclusive you also have the option to submit a warranty claim and receive an inspection with a fee of $25 and of course you may always utilize your happiness guarantee at your local store which is subject to their handling fees. Please let us know which option you'd like. Many thanks, Regards,

Hello, Can you provide the name of the store and salesperson that you visited so we may look into what happened? We will still be unable to take any inquiries off your credit but this will allow us to check records and documentation.

Case # [redacted] On March 31, 2017 a Customer Relations Representative contacted Mrs. [redacted] to discuss the complaint. Mrs. [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.

Dear [redacted] Thank you for sharing your concern with us. The Mattress Firm customer care team would love to help you with your warranty claim. We are unable to locate your purchase invoice with the name and information provided. Would you be able to provide us a copy so we may assist further?...

Many thanks! Mattress Firm customer care

Case #: [redacted]On December 9, 2016, a Customer Relations Representative reached out to Mr. [redacted] to address his concerns regarding his [redacted] Finance account. Mr. [redacted] stated that the correct address information was not properly submitted. Mr. [redacted] was advised the address provided to [redacted]...

was the same information that was provided for the delivery of the merchandise.  In the pursuit of Customer Satisfaction, we have advised Mr. [redacted] we can assist him with an exchange which is requested in his complaint. Mr. [redacted] has been instructed to visit the nearest Mattress Firm location to make a selection and contact the assisting Customer Relations Representative directly. If you should need any further assistance, please contact Stenio [redacted] (516)861-7763 or s[redacted]@mattress.com.

A Customer Relations Representative contacted Mrs. [redacted] on April 21, 20167 to address her concerns. Mrs. [redacted] advised her queen size [redacted] mattress is defective. Since this is what would be a potential warranty claim, we arranged for [redacted] to contact Mrs. [redacted] to complete the inspection....

We will continue to work with Mrs. [redacted] to ensure her complaint is resolved. If I can be of any further assistance please do not hesitate to contact Stenio [redacted] at (516)861-7763 or Stenio.[redacted]@Mfrm.com

On October 28, 2017, a Customer Relations Representative contacted [redacted] to no avail. A detailed message was left with a call back number. Upon review of her account Ms. [redacted] had her queen size [redacted] mattress inspected. The photos revealed the mattress is up to the manufacturer's standard,...

therefore, not eligible for a replacement. To obtain customer satisfaction Mattress Firm has offered an in-store credit for the purchase price of the mattress in the amount of $509.99, as a one-time accommodation. [redacted] has to visit her local Mattress Firm store to re-select another mattress of equal or greater value. She will be responsible for the difference in price. The in-store credit letter was emailed to Ms. [redacted] at [redacted]. 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 [redacted]

Case # [redacted] Upon receipt of the complaint filed with your agency, a Customer Relations Representative contacted Mrs. [redacted] as of March 18, 2017 to discuss her issue. She indicated that the check amount of $ 505.83 she received was incorrect. We advise Mrs. [redacted] that the information would be...

submitted to Mattress Firm accounting department and will be contacted once more information is presented. As we take these complaints very seriously, we will continue to reach out to Mrs. [redacted] so we can work towards a resolution. Should you require any additional information or if you have any further questions, please contact Stenio [redacted] at (516) 861-7763 or Stenio.[redacted]@mfrm.com.

Dear Ms. [redacted], Thank you for sharing your concern with us. According to our records it appears your warranty claim was approved via photos on 6-18-16. If you have not received your approval letter with instructions on the exchange please call our warranty department at 866-942-3551 and we can...

get you a copy as soon as possible. Thank you again for reaching out to us. Regards,  Mattress Firm Customer Care

Subject: Complaint ID: [redacted]   Complaint ID: [redacted]   Dear Mr. [redacted],   We are sorry to hear of your experience with our delivery drivers.  Per our conversation on 3/25/16, we will be sending a refund to you via check. Thank you again for reaching out to us. Please feel...

free to contact us at [redacted].

Thank you for your response. The entire complaint and responses are all logged and accessible to the public. We are again sorry for the inconvenience this situation has caused you as this is not indicative to the business we pride ourselves on conducting. We respectfully ask the Revdex.com to close the case. Many thanks. Mattress Firm Customer Care

[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 appreciate your help! However, I will never do business with mattress firm again. After everything else during my buying experience, when my new "upgraded" mattress was delivered I felt very unsafe by the delivery men. Horrible company.

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 not heard anything from the company pertaining to this complaint.
Regards,

Dear Mr. [redacted], We sincerely apologize for the negative interaction you've had with one of our stores. Your concern is very important to us, we take it very seriously for coaching purposes. Our records do indicate that you were allowed an exchange for less expensive mattress which should in...

turn lower your monthly payments. This was scheduled to take place for delivery on 4-7-16. Please let us know if this isn't satisfactory. Thanks again for reaching out to us.Mattress Firm customer service

On August 11, 2017, a Customer Relations Representative emailed Mr. & Mrs. [redacted] an in-store credit letter for the King size Arrowind plush mattress in the amount of $1669.99, plus tax. The newly selected mattress must be of equal or greater value, they will be responsible for any difference price. Mr. & Mrs. [redacted] will visit their local Mattress Firm store to process the exchange. As we take these complaint very seriously we believe no further action is required. Should you need additional information please feel free to contact Stenio [redacted] at (516)-861-[redacted]  or at Stenio.[redacted]@mfrm.com.

Case # [redacted] On March 3, 2017 a Customer Relations Representative reached out to Mrs. [redacted] regarding the claim filed with your agency. Mrs. [redacted] submitted photos that revealed her mattress did not meet the manufacturer’s standards. In the pursuit of customer satisfaction,...

Mrs. [redacted] was offered a store credit for the purchase amount of the mattress in the amount of $ 1249.99 + tax. In regards to Mrs. [redacted] issue with the [redacted] [redacted] bases purchased with her mattress, she has been advised to contact [redacted] [redacted] directly. Since we have satisfactorily resolved Mrs. [redacted] complaint, we believe no further action is required. If there are any other questions or concerns, please contact Stenio J[redacted] at (516) 861-7763 or [redacted]

At the point of sale, Mr. [redacted] was offered several accessory items at a discounted rate for making a bedding purchase. After delivery was received, Mr. [redacted] opted to return the bedding under mattress Firm’s Sleep Happy Guarantee which allows the consumer to either return or exchange their bedding...

within 120 days from the date of delivery.  When the Salesperson created the return, he added the accessories the guest was not returning at its full retail value.On January 23, 2018, a Customer Relations representative contacted Mr. [redacted] to address his concerns. As a one-time accommodation, Mattress Firm has agreed to allow Mr. [redacted] to keep all the accessories t no charge. He will receive a total refund in the amount of $372.36 back to the original form of payment ([redacted] / [redacted].) Refunds will reflect on his next billing cycle.  We believe that Mr. [redacted] complaint has been resolved at this time.  Should you have any other questions, please contact Karen [redacted] (516)861-7230 or e-mail at Karen.[redacted]@mfrm.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.]II am finally satisfied with the bed and frame exchange. Mr.Friedman was excellent in facilitating everything.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: Monday, December 26, 2016 1:14 PMTo: drteamSubject: ID [redacted] Hi, Please upload our response to ID [redacted]. Case #: [redacted]On December 18, 2016, we contacted Ms. [redacted] to address her concerns. It was explained that her [redacted] queen size storage box spring was...

offered as a floor model and is no longer available. In the pursuit of customer satisfaction, we offered Ms. [redacted] a refund in the amount of $224.99 plus tax to be restored to her [redacted] account due to the inconvenience of having to reselect. 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 Stenio J[redacted] at (516) 861-7763 or Sj[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]@mattress.com

RE: [redacted]On January 23, 2018, a Customer Relations Representative contacted Ms. [redacted] to address her warranty concerns. Ms. [redacted] mattress was approved for warranty replacement. She had also filed a claim for bases. Due to delays with her bed base warranty, her mattress...

credit expired.  Ms. [redacted] explained she did not want to exchange the mattress until the adjustable bases could be exchanged as she did not want to place a brand new mattress onto possibly defective adjustable bases. On January 17 2018 as a one-time accommodation, Mattress Firm issued Ms. [redacted] a warranty credit approval letter for $[redacted] for her two Customatic Beds Privia Adjustable Bases 30"x80" and extended her mattress warranty credit until March 1 2018. Ms. [redacted] was sent updated copies of her warranty credit letters to [redacted]. She was advised to print out the warranty credit letters and to bring them to her local Mattress Firm store to complete her exchanges. Ms. [redacted] was provided a direct contact phone number and email address of a Customer Relations Representative in case she has any further issues or concerns.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 Adam Friedman at ([redacted]