Parks Pharmacy

Sent: Tuesday, June 07, 1:PM Subject: Complaint ID: [redacted] Complaint ID: [redacted] [redacted] Thank you for reaching out to us with your concernWe apologize for any inconvenience this delayed response may have caused youIf you are still in need of our assistance, please contact us at 866-942- One of our specialists will be glad to help Sincerely, Mattress Firm Customer Care

On August 10, 2017, a Customer Relations Representative contacted [redacted] on behalf of Ms [redacted] [redacted] confirmed her mattress is defective and will be replaced under warranty [redacted] has sent instructions to Ms [redacted] 's email address as well as mailed out a hard copyMs [redacted] advised she will proceed with her replacement through [redacted] once she receives the letterShe was advised to follow up with [redacted] directly if she has any concerns with her replacementAs 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- [redacted] or kuina.***@mfrm.com

Dear Mr. ***, 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.

On July 22, 2017, a Customer Relations Representative reached out to MrsYaworski to address her concernsMrsYaworski’s inspection results revealed that her set was being used on a frame with improper support, which is a condition that voids the manufacturer’s warrantyIn the pursuit of customer satisfaction, MrsYaworski was advised to fix her support and Mattress Firm will provide her with an in-store credit for the mattress in the amount of [redacted] *** MrsYaworski accepted the offer and will visit her local Mattress Firm store to process her exchangeAs we take these complaints very seriously we believe no further action is requiredIf you need further assistance please feel free to reach K [redacted] Craig at (516)-861-or [redacted]

Case# [redacted] Upon receipt of the complaint filed by Mr [redacted] , a Customer Relations Representative contacted him to address his warranty concernsMr [redacted] advised that he purchased a mattress set at a Mattress World location in “2014” that is currently sagging Since this is a potential warranty issue proof of purchase is needed in order to file a warranty claimMr [redacted] stated that he is unable to locate his invoiceHe was advised that we are unable to file a warranty claim without proof of purchase, but will be happy to offer a Corporate Discount on his purchase of a new mattress setIf Mr [redacted] accepts our offer he can contact us back for further assistanceWe believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Stenio [redacted] at (516) 861-or [email protected]

Hello, We apologize that you state the issue has in fact not been resolvedIf you believe to have a defective mattress you'll need to start/ re-open a warranty claimOur warranty department acts as and advocate to you in assisting you with your manufacturers warrantyWe do have an option ( newly added) of an do-it-yourself home kit we can have mailed to you if that would be more convenientPlease give us a call at 866-942-

Dear Mr [redacted] , We apologize for any inconvenience this concern may have caused youYour concern is important to usOur records do indicate the set was delivered on 4-3-We have notes that state we tried to reach you on 3-but you were unavailable and we didn't receive a response Unfortunately, we won't be able to offer a further discount on the product as you have already received a very heavy discount pricing on the productWe assure you we'll use this as a coaching opportunity with our staffThank you again for reaching out to usSincerely,Mattress Firm Customer Service

[redacted] Thank you for sharing your concern with us, it is important. Could you perhaps provide your order number so we may look into this case for you? You may also contact Mattress Firm's [redacted] care team at 1-877-349-6230 for assistance in exchanges. If you believe the bed to... have a warranty defect you may reach 866-942-3551. Please let us know which way we can assist you? Regards, Mattress Firm customer care

Sent: Tuesday, June 07, 1:PM Subject: Complaint ID: [redacted] Complaint ID: [redacted] Dear Ms [redacted] , Thank you for reaching out to us with your concernWe apologize for any inconvenience this delayed response may have caused youIf you are still in need of our assistance, please contact us at 866-942- One of our specialists will be glad to help Sincerely, Mattress Firm Customer Care

Dear [redacted] *** Thank you for sharing your concern with usThe Mattress Firm customer care team would love to help you with your warranty claimWe are unable to locate your purchase invoice with the name and information providedWould you be able to provide us a copy so we may assist further? Many thanks! Mattress Firm customer care

ID [redacted] On 7/9/2017, a Customer Relations Representative reached out to Ms [redacted] to address her concerns regarding her customer service experience and the comfort of her mattressWe have written an exchange as a free upgrade to apologize for her inconvenienceAs we take these complaints very seriously, we will continue to work with Ms [redacted] to ensure this issue is resolved Please do not hesitate to contact April [redacted] at 346-718-or april[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 This is still not acceptable no one have called me back yet regarding this matter like [redacted] from the chat box said!! I had to call the warehouse the guy there after minutes of me wasting my mind after someone that worked there before lied to me about bringing it on that MondayHe was so kind as to tell me exactly what to saidThat was day three of running people down this is unacceptableI should receive a discount at least because I didn't have a bed for three whole days and this was the only way to get someone attentionUNACCEPTABLE!! Regards, [redacted]

Case# [redacted] On December 8, a Consumer Relations Representative contacted Ms [redacted] to address her warranty concernsShe was advised her mattress met the manufacturer’s standards and was ineligible for a warranty replacementIn pursuit of customer satisfaction and as a one-time accommodation, Ms [redacted] was offered a partial store credit of $1,plus tax for her mattress; this credit can be applied towards the purchase of new bedding and will be available for daysMs [redacted] may visit her local showroom for assistanceWe believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Chanelle [redacted] at (516) 861-or c [redacted] @mattress.com

Hello Ms [redacted] Thank you for reaching out to us with your concernWe are sorry to hear that you are not happy with your purchase and sorry for what sounds like is a miscommunication between the sales person and youThis is certainly not indicative of the type of business we proudly serve to our communitiesIn regards to the lease agreement, in order to have delivered the bed, we would have needed to have a signed agreement from you that states the terms and conditions of any loan that was offeredWe train our staff to go over this agreement with our guests so they are clear on all conditionsIf they did not we certainly are sorryWith that said, it is always recommended that the consumer read over any financial agreementFortunately, we do have our day happiness guarantees which gives you the option to return the product for a full refund minus our re-stocking and delivery fees which is a total of $We will go ahead and reach out to the sales field to gather more information on your complaintRegards, 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 ***, and find that this resolution would be satisfactory to me The sales manager has reached out to me for a resolutionThank you for your time!

Case# *** On December 7, 2016, A Customer Relations Representative reached out to Ms*** to discuss her concernsMs*** advised that her mattress was returned on December 4, The refund amount of $had been submitted to her *** ending *** on December 6, Ms
*** was advised she will see the refund on her card within 5-business daysIf I can be of further assistance; or if you require additional information please do not hesitate to contact me Chanelle *** at (516)861-or c***@mattress.com

Case # *** On January 2, a Customer Relations Representative contacted Mrs*** to discuss her concerns regarding her her *** basesAs previously stated, *** *** services their own warrantiesMrs*** confirmed *** has scheduled an appointment for January 4, to service the adjustable baseMrs*** will follow up with the representative assigned to her case once *** advises the outcomeWe will continue to work with Mrs*** to ensure her complaint is resolvedIf I can be of any further assistance please do not hesitate to contact Stenio J*** at (516)861-or sj***@mattress.com

On March 2018, a Customer Relations Representative spoke with MsSani regarding her defective adjustable base exchangeAs an accommodation, the representative assisted MsSani with discounted pricing on her bedding to remove any additional costsThe exchange has been scheduled for April and MsSani has been provided with the contact information of the representative in case any issues arise
As 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 *** Friedman at *** *** or email at ***

A Customer Relations Representative has reached out to *** *** to address her warranty inquiryWhile Mattress Firm does not process warranty claims for *** product as they now process their own claims, we have agreed to review the claim and issue a store credit for Ms***’ defective
piecesWe have approved her claim for the mattress and box springs and provided her with a store credit to apply towards a replacement set. As we take these complaints very seriously, we believe that no further action is required at this time. Please do not hesitate to contact April *** at *** or april.***@mfrm.com

Sent: Tuesday, June 07, 1:PM Subject: Complaint ID: *** Complaint ID: *** Dear Toni, Thank you for reaching out to us with your concernWe apologize for any inconvenience this delayed response may have caused youIf 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