When the customer called to ask about a foundation, I did offer to provide a bunkie board or low profile foundation free of charge. I do not recall telling him that a foundation was not needed for his bed. Any bed that uses a slat roll does not require a foundation, However, if his bed does not use a slat roll, he does need a foundation. Perhaps this was a misunderstanding. Although I did tell the customer recently there would be a charge, I am willing to provide the customer with (2) TXL bunkie boards at no charge, as I originally offered.Since the customer is willing, we will schedule a service call to check the drawers on his case piece. During this service call, if he is willing, we will also check his mattress for any warranty issues. If issues are found due to being supported by slats, we will address them at that time. We will install the bunkie boards and make sure his mattress is properly supported.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]At the time the boxspring was refused I was offered a Bunkie Board. I was also told I didn't need it. I asked [redacted] specifically if it was needed and if would void the warranty. The answer to both was no. Several months go by and we hear the wood creaking. I looked and saw the bent slats, I asked [redacted] about the noise and was informed that I did in fact need the Bunkie board, only now it would cost $162.00. I was convinced it wasn't needed when it was free only to be told it was needed when it wasn't free. I only began shopping for a bunkie board once the creaking became worse and it appeared several of the boards were about to break and there was no response from Pugh. I only shopped for the board at locations that sold the mattress brand an model we purchased, so they are familiar with the warranty. At no time did I say where or when I purchased the mattress. For all the sales person knew I purchased it at that location, I only asked if the board was in stock and if it was needed. In every instance I was told it would void the warranty. If Pugh believes the warranty is in tact, I ask that it be proven. I am not satisfied that I was told I didn't need the bunkie board at the time of delivery and then told I did need it once there was a problem and it was no longer free. I am not convinced that an effort was made to provide the correct foundation when asked if it was needed originally. Not that the board wasn't offered, but, that I was convinced it wasn't needed by Beth. I ask for the reimbursement of the bunkie boards purchased elsewhere.I will accept a service tech to come and look at the drawers.
Regards,
[redacted]
When the customer called to ask about a foundation, I did offer to provide a bunkie board or low profile foundation free of charge. I do not recall telling him that a foundation was not needed for his bed. Any bed that uses a slat roll does not require a foundation, However, if his bed does not use a slat roll, he does need a foundation. Perhaps this was a misunderstanding. Although I did tell the customer recently there would be a charge, I am willing to provide the customer with (2) TXL bunkie boards at no charge, as I originally offered.Since the customer is willing, we will schedule a service call to check the drawers on his case piece. During this service call, if he is willing, we will also check his mattress for any warranty issues. If issues are found due to being supported by slats, we will address them at that time. We will install the bunkie boards and make sure his mattress is properly supported.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]nd have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]At the time the boxspring was refused I was offered a Bunkie Board. I was also told I didn't need it. I asked [redacted] specifically if it was needed and if would void the warranty. The answer to both was no. Several months go by and we hear the wood creaking. I looked and saw the bent slats, I asked [redacted] about the noise and was informed that I did in fact need the Bunkie board, only now it would cost $162.00. I was convinced it wasn't needed when it was free only to be told it was needed when it wasn't free. I only began shopping for a bunkie board once the creaking became worse and it appeared several of the boards were about to break and there was no response from Pugh. I only shopped for the board at locations that sold the mattress brand an model we purchased, so they are familiar with the warranty. At no time did I say where or when I purchased the mattress. For all the sales person knew I purchased it at that location, I only asked if the board was in stock and if it was needed. In every instance I was told it would void the warranty. If Pugh believes the warranty is in tact, I ask that it be proven. I am not satisfied that I was told I didn't need the bunkie board at the time of delivery and then told I did need it once there was a problem and it was no longer free. I am not convinced that an effort was made to provide the correct foundation when asked if it was needed originally. Not that the board wasn't offered, but, that I was convinced it wasn't needed by Beth. I ask for the reimbursement of the bunkie boards purchased elsewhere.I will accept a service tech to come and look at the drawers.
Regards,
[redacted]