Parks Pharmacy

Sent: Monday, December 26, 1:PM Subject: ID *** Hi, A Customer relations Representative contacted Mr*** to address his concernsAlthough Mattress Firm’s policy does not offer refunds or exchanges on adjustable bases after delivery, in the pursuit of customer satisfaction, we are
offered Mr*** a partial refund in the amount of $756.67; Mr*** accepted our offerAdditionally, he is aware that we will not pick up the adjustable basesWe are happy to report that MrLalino’s complaint is resolvedWe believe no further action is requiredHowever, if I may be of further assistance, please contact Stenio *** at (516)-861-or via email at S@mattress.comVanessa G*** Customer Care Manager |Customer Care Operations Department South Oyster Bay Road, Hicksville, NY Office: +(516) 861-Mobile: +* *** *** VG***@mattress.com

We are in receipt of a rebuttal filed by Ms***We are unable to provide Ms*** an additional refund as Mattress Firm has already refunded her full invested amount of $Should Ms*** reconsiders purchasing with Mattress Firm, a corporate discount will be offeredMs*** can contact the Representative if she is interested in the discountAs we take these complaints very seriously, we believe no further action is requiredShould you require additional assistance please feel free to contact Kuina *** at (516)-861-or kuina.***@mfrm.com

Revdex.com:
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 6/9/12:00:AM and assigned ID ***
Regards,*** ***

Sent: Monday, December 19, 3:PM To: drteam Subject: ID *** - Upload Response Please upload our response for ID *** Case# *** We are happy to report that Mr*** complaint has already been resolvedThe return of his pillows was successfully
completed on November 23, and a refund check of $was mailed from our Corporate OfficeWe sincerely apologize for any inconvenienceWe believe that no further action is required at this timeHowever, if I may be of further assistance, please contact Chanelle R*** at (516) 861-or cr***@mattress.com Vanessa G*** Customer Care Manager |Customer Care Operations Department South Oyster Bay Road, Hicksville, NY Office: +(516) 861-Mobile: +* *** *** VG***@mattress.com

Case # ***On January 30, 2017, a Customer Relations Representative contacted Mr*** to address his concernsMr*** advised his issue has been resolved; he received a $check refund and the remaining funds of $were returned to his *** card.As we take these
complaints seriously, we are happy to report Mr***’s complaint is resolvedShould you require additional assistance please feel free to contact Kuina *** at (516)-861-or k***@mattress.com

Case # *** Upon receipt of this complaint filed by Mr***, a Customer Relations Representative contacted him on March 26, to no availA detailed message was left for him with a call back numberAs we take these complaints seriously, we will continue to work with Mr*** to ensure
his complaint is resolvedShould you have any additional questions, please feel free to contact Karen *** at (516)-861-or karen .***@mfrm.com

Case# *** On January 20, 2017, a Customer Relations Representative reached out to Ms*** to discuss her refund concernsOur records indicate a refund of $was submitted to her *** in NovemberMs*** advised that she made the purchase with cash so a credit card was not usedHer
concerns were escalated to her assisting Sales Associate and they will promptly mail out her refundWe sincerely apologize for the delayIf Ms*** has any additional concerns she can contact her representative. At this time we believe no further action is requiredShould you require any additional information, please feel free to contact Chanelle R*** at ###-###-#### or [email protected]

On April 21, 2017, a Customer Relations Representative contacted Ms*** regarding her grandfather’s mattressShe advised that his mattress purchased February 24, was saggingSince this would be a potential warranty issue, an inspection would have to be completed to determine if his
mattress would be eligible for a replacementAs a one-time accommodation Mattress Firm has agreed to waive the inspection cost of $Ms*** stated she would contact us back when she is ready for us to coordinate the inspectionShe was advised that if the replacement was approved her grandfather would be responsible for the transportation cost for his exchangeAs we take these complaints very seriously, we believe no further action is required at this timeIf I can be of any further assistance, or if you should require additional information, please do not hesitate to contact Chanelle *** at (516) 861-or chanelle.***@mfrm.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
As you stated "bed bugs do not come from beds, they come from people" Exactly my point as to why I have proved in previous documentation 8+ pages of well documented research to substantiate that your company delivered the mattress to me with bed bugs due to poor sanitation and disposal/delivery procedures At this time, it is customary for your company to haul away "people's " old, dirty, infested mattresses with new ones this causing cross contamination of your trucks, the new mattress and your delivery personnel Again, if you would like to look back at all my research I have provided in the past you will find great evidence to support this including supporting evidence and research from your companies official website But thank you for the education lesson that was bestowed upon me It is clear your company does not take care in the delivery of there mattresses or disposal of old ones as this seems to be a history of delivering bed bugs to other consumers from my research I find it intriguing you have placed a time limit on me for accepting the credit of the $when your company has been in no hurry to help me thus far to the point I liens placed against my home Amazing how your "customer service" works when the shoe is on the other footI will accept thr refund of the $however I am more still unsatisfied and know your company is at fault to the cause of the bed bugs issue Your representative told us to have the home treated and the bill would be paid for but of course now your amazing customer service once again is coming through and you are backing out Please issue me a check for $ And then I will also like payment for the *** bill Perhaps not in full, maybe we can come to another agreement? But I will not stop until I have some sort of restitution for the $bill I had to pay not to mention $in clothes, $in groceries and weeks worth of salary my husband lost because of not being able to work to stay home and clean up after the mess your company caused us.Thank you
Regards,

Case# *** On March 11, a Customer Relations Representative contacted Ms*** to no availA detailed message was left with a call back numberAn email was also sent to ***As we take these complaints very seriously, we will work with Ms*** to ensure her complaint is
resolvedShould you require additional assistance please feel free to contact Kuina *** at (516)-582-or kuina.***@mfrm.com

Case # *** Upon receipt of this complaint filed by Mr*** Customer Relations Representative contacted her on April , to no availA detailed message was left for her with a call back numberAs we take these complaints seriously, we will continue to work with Mr*** to ensure her
complaint is resolvedShould you have any *** questions, please feel free to contact Karen M*** at (516)-861-or [email protected]

Case # *** On March 23, a Customer Relations Representative contacted Mr***He advised the *** supreme breeze was the most comparable to the *** truth mattress he hasDue to the significant price difference Mr*** could not accept the ***The
customer Relations Representative offered to work with Mr*** on pricing for another mattress other than ***, as they are price locked or he can get a pick up and refundOn March 24, 2017, Mr*** advised he would like to exchange his mattress for the *** ***, and receive a free *** cooling topper and two *** pillowsMr*** was offered the *** *** mattress and the *** cooling topper as an even exchangeIf he wants to he can purchase the *** pillow as it is price lockedMr*** accepted the offer and the exchange was completed on March 26, 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 Kuina *** at (516)-861-or kuina.***@mfrm.com

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 Sent: Wednesday, May 17, 7:PM Subject: Complaint # *** responseHelloI received an email stating that my complaint would be closed out with no response from customerI would like to have my complaint response updated, if possibleI did not want to respond to the business response before I received the refund discussedI received the refund of the purchased bases minus a return fee of each baseThis did not post to my credit card until 5/11/Although I do not believe I should have been charged the return fees, I agreed to the terms based on how hard the process was to get to the point of a offered refundI am glad that this has been taken care of and these bases have been removed from my home.I hope this is what I needed to do to get the response updated for my case, Please let me know if there is anything else that I need to doThank you for the help in getting this issue resolved.Sincerely,*** ** *** ***

Sent: Tuesday, June 07, 1:PM Subject: Complaint ID: *** Complaint ID: *** *** *** *** 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

Case# *** On April 1, 2017, a Customer Relations Representative contacted Ms*** to apologize for her refund delayOur records show that the credit for her canceled order was processed on March 6, Ms*** confirmed that she now has her refund and did not have any additional
questionsAs we take these complaints very seriously, we believe no further assistance is requiredIf I can be of further assistance, or if you should require additional information, please do not hesitate to contact Chanelle *** at (516)-861-or chanelle.***@mfrm.com

*** *** *** Thank you for sharing your concern with usWe are going to have our Customer care specialist team look into your claim and see what if anything we can do to help youThank you for your patience and understanding. 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
It is only unfortunate that it took these steps to have the matter resolvedCustomers who don't take the aggressive actions that I did are left with defective mattresses and warranty rejections as I have seen so many times on online consumer sitesThank you for your help

Case # *** Upon receipt of this complaint filed by *** *** a Customer Relations Representative contacted her on March 31ST, to no availA detailed message was left for her with a call back numberAs we take these complaints seriously, we will continue to work with *** *** to
ensure her complaint is resolvedShould you have any additional questions, please feel free to contact Karen M*** at (516)-861-or [email protected]

Good afternoon Ms***, I apologize for our delay in reaching out to youI have pulled up the cancelled order and see that a refund of $was submitted to your *** card ending in *** on August 3, Please find the refund receipt attached and contact your financial institution if
the credit has not been applied to your account

Greetings,Thank you for sharing your concern with us it is very importantOur records indicate that this refund was processed on 8-We sorry for the delay in issuing the refund and thank you for being a valued Customer. Regards, Mattress Firm Customer Care