R and S Mattress Liquidators

R & S Mattress sells high quality beds at great pricesThey are worth a second (and third) look, even if the "sale" sign in the window does not appeal to you Very high ratings on amazon.com for DreamFoam Bedding lead us to the Brooklyn Bedding web site and from there to the R & S Mattress brick and mortar store R & S Mattress manufactures both the DreamFoam Bedding and Brooklyn Bedding mattresses [redacted] in the Tucson store on Broadway provided excellent help in selecting a new Brooklyn Bedding mattressIn fact, we bought not one but three beds from [redacted] My wife and I could not be happier with the quality, value and service provided by [redacted] and R & S MattressMost importantly, the quality of sleep we get with our Brooklyn Bedding mattress is simply outstanding

In response to complaint # [redacted] R&S Mattress Cmfort Exchange policy: exchange in the first days of mattress ownershipMust keep for weeks to allow for body adjustment to new support and spinal alignmentFor this customer, mattress exchanges were done(total of beds), as well as a foundation exchange at no charge, to provide superior cusotmer serviceThis is way above nd beyond what is normally doneCustomer chose the level of comfort based on his preferenceNo delivery or sfees were charged to this customer for any exchangeAlso, last exchange was done 1-days after receiving bed, allowing an early exchange above and beyond the additional exchange.We allow our sales people to help their customers during customer service issues, as they built the original relationship and trust with the customerI coached and guided our sales person in this case to assure superior customer service, allowing additional exchanges on the mattress, foundations and waiving all additional delivery charges for this customer.The communication issue in this case is due to the fact I was contacted by an "unknown" number, something I do not answer due to solicitation callsThe 1st message left on the number listed was done on November 4thPrior to that, all calls were either "unknown", no message or to the store.We will gladly send out, free of charge, a team from the logistics department to inspect, measure and check for any irregularities in workmanship or manufacturing of this mattressThis is a part of the year non-pro rated warranty our factory offers on Brooklyn Bedding premium mattressesOur guidelines follow that of the industry standard for defects in workmanship.Please let me know, via message, or contact the store directly to set up that inspection.Thank you for sharing your concerns, and I look froward to helping you with any warranty issues your mattress may have.Brooklyn BEdding/R&S MattressTell us why here

To whom it may concern, R&S Mattress stands behind it's customers and it's policies 100%We strive to accommodate and solve any issue that may arise with our customers or any concern they have with our policies, as shown in past resolutions with our clientsOur #priority is to assist our customers when they have a valid concern or challenge with our product, our staff or our deliveryWhile we are very empathetic with ** [redacted] 's issue, R&S Mattress has not, nor is not, the source of his issuesWe ship over 4,pieces of inventory out of our plant weekly, none of which have had any complaints of infestations or bugs for years prior to ** [redacted] 's issue, or even months since his concerns were voicedWe have been to his apartment and given him free encasement for his mattress and even his foundation, a product not purchased from us, to try to help him control his issueThese are valued at over $retail, none of which was charged to him, nor was the expense of having us go back out thereIn addition, while out there, the bugs climbed out of his carpet and on to the foot of our employee In regards to the mattress, they all leave our factory sealed in industrial strength plastic, leaving the opportunity for infestation at 0% while on any truck** [redacted] has been asking for a new mattress from us, something we are more than willing to help him with once this is resolved, though we are very confused why he would be asking us for another product after his accusations he made about his first experience with us To summarize, R&S Mattress is still willing to assist ** [redacted] with a new mattress, as well as offer to deliver and set up his mattress for freeWe will start this process once the accusations, complaints and assumptions that can defame and slander R&S for an issue that is not related to us ceaseWe pride ourselves and our year reputation on our customer service and our product and want to continue to provide that service to our current and future customers.Sincerely,R&S Mattress

Regarding Complaint #***- MrJ*** ***To Whom it may concern, My name is Doug H*** and I am the General Manager of R&S MattressIn regards to customer *** ***, I have been in correspondence with him since November 2nd, 2015, after receiving his concern on his mattress at
2:p.m.Nov 2nd, 3:p.m.- I asked Mr*** for an invoice # so I could reference this issue so that we could get his satisfied with his bedI also contacted my Utah driver's and store that he purchased from, finding out that we did an exchange for Mr*** for a $up charge, as he moved to a higher quality mattress for a better comfort for himselfThis mattress, the Saylor Eurotop king set, usually retails for $set, but we sold it to him for $to provide good customer service and support to him, with no re-delivery charges.Also at that time, I found out the mattress being returned was stained, something we do not allow due to sanitary reasons and health codesSince we had already committed to him a replacement, we broke our rules and then, at our cost, took the mattress to the dump and wrote off the cost Nov 2nd, 6:p.m.- I received a response from Mr*** that he had to find his receipt and asked me to look it up by his phone number, which I didNov3rd, 10:a.m.- I thanked MR*** for his quick replyI explained to him that after looking up his history with our company, I had a few questions:He had mentioned in his previous email that he had made purchases from us, yet our history showed only 2- His original purchase, and the comfort exchange that we should not have done due to sanitary issues but did anyway, at a reduced priceI explained that I needed the other sales invoice #'s he was referring too for the 3rd bed, which he replied he was looking for on an email he sent on Nov3rd, at 11:a.mIN his original email, he mentioned that he had to pay $more for the mattress comfort exchange, which is an incorrect statement, as we show the $up charge for the softer mattress, which was reduced pricing, as well as free deliveryI again asked Mr*** to provide an invoice showing this, as we have no record of itMr*** explained to me that he had spoke with our salesperson in the store and that we would not help himI explained that is not the case, but that we needed the additional invoices he keeps referring to so we could see if there was a 3rd bed, what he paid and what comfort it was so that R&S Mattress can make sure we are getting him the correct surfaceI also explained to him that after the drivers made a trip out to his house, at no charge to him, to inspect the mattress, they once again found stains on it, voiding the warranty due to health and sanitary concernsHe was already aware of this requirement, as we had stated it to him when we did his initial exchange as a customer service provision for himThe salesperson also saif Mr*** had contacted the store regarding the purchase of a mattress protector from us and we should warranty itThis is not the case, as once again, we have no sales invoice or payment taken, nor could he provide the mattress protector while we were in his house inspecting his bedI once again asked him to provide an invoice showing the purchase so we could remedy the situation.I once again offered to help him and try to satisfy his concerns, but he must provide us with invoices or proof of purchase for all of these additional items he stated he purchased so we could make sure that the solutions we came up with for him were in the best interest of him and R&S Mattress, creating a strong customer/retailer relationship.Nov 3, 11:a.m.- Mr*** responded stating the salesperson name that sold him the mattress, but no invoice #'s or proof of purchase showing us what he purchased, something he agreed to do initiallyIasked him again to please provide us with those proof of purchase so we can get this remedied.Nov 10th, 12:p.m.- We received an email from Mr***, re stating his concern and that his Uncle was an attorney and he was gong to sue us.Nov10th, 4:p.m.- I responded to Mr***, re-attaching all of the above conversations to the email and re stated to him that he agreed to provide us with soe type of invoice so we could get his situation resolved, aswe have no record of all of these additional concerns and sales he kept statingI again told him we want to help, but need to know what extra bed and protector he was referring tooI also stated, once again, that we want to help him, but he needs to help us, as we cannot pick up a bed that is a health risk to my drivers and the public, as stated in previous conversation.That was the last email transaction between Mr*** *** and R&S MattressWe do want to help him, we do want to create a lasting relationship with him, but to continue to replace mattresses that are stained or that we may not have sold him is not a way that any company can do businessIf he can please provide some type of proof of purchase to us showing the 3rd bed in question, or the mattress protector that failed him and caused the staining on the bed and that it was purchased from us, I am more than willing to repair or replace the bed at no charge to him, once again including free delivery of the new bed and removal of the oldBut to replace a bed that may not have been bought from us or a protector that failed, but was not purchased from us, is not good business, as I am sure you can understandWe will be more than willing to accommodate and help Mr***, once some type of proof of purchase is established so we can provide solution(s) that will improve his quality of sleep and make sense for our business. Sincerely,Doug H*** *** *** ***
***

We were made aware of the fact that *** somehow got bed bugs We have followed all company policies and we are 100% confident that he didn't receive a mattress with bed bugs *** has been threatening to defame our company via social media if we don't pay for his accumulated costs
We sell over mattresses a week and this is the only complaint we have ever received from a customer We sympathize with the customer and wish we could do more We have offered to discount our price on another mattress if he wanted to purchase another mattress.Thank you*** ***R&S MattressOwner

My name is *** ***,
I do not have financial interest in R&S, no employed relatives, nor have I ever been an employee with R&S Mattress
I have chronic lower back pain, I have tired everything except invasive surgery, it was time for a new mattress or insanity
IMHO mattress degrade over many years, your sleep quality degrades in proportion with a downward trendIt's like the old
saying about putting a fish in water and gradually, very slowly increasing the tempuntil the fish eventually dies
I purchased a firm Brooklyn Wall Street ET 6/King mattress from *** *** at their Avondale store
*** is super knowledgeable, he never tried to oversell me*** was honest as the day is long
For the first time in years, I slept, slept so very wellWhen I awoke on 10/11/I awoke without my back being locked
up!
Bottom line is, that whatever you read, whatever negative words are said the facts remain
That mattress nearly nullified my physical, documented medical condition, changed up everything, changed my life for the better
Thank you Mr*** Thank you R&S
My best regards,
*** ***
Phoenix, AZ
XXX-XXX-XXXX

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.  For your reference, details of the offer I reviewed appear below.
I have not defamed the company in anyway and will not do so.  I have had [redacted], my Apartment complex all confirm they were only on the mattress.  My office also brought in professionals to clear our office of Bed Bugs, there were none in the office.  Also, against company policy from R&S, the mattress was not delivered in an R&S Mattress vehicle.  It was delivered in an employee's vehicle that was not company policy.  The professional exterminators said that the bed bugs may have been in the personal vehicle of [redacted] that delivered my mattress.  If the mattress was delivered by their company policy and standards this may not have even been an issue. There were no other bugs anywhere in my apartment.  I had to throw the mattress out because of the dead bugs and blood stains on the mattress.  I realize the company has not had the issue before but all sources point to the mattress and/or the way it was delivered.  I also missed a month of lost wages due to the incident.  I also had to throw out all of my bedroom furniture. 
Regards,
[redacted]

In response to complaint #[redacted]R&S Mattress Cmfort Exchange policy: 1 exchange in the first 60 days of mattress ownership. Must keep for 2 weeks to allow for body adjustment to new support and spinal alignmentFor this customer, 2 mattress exchanges were done(total of 3 beds), as well as a...

foundation exchange at no charge, to provide superior cusotmer service. This is way above nd beyond what is normally done. Customer chose the level of comfort based on his preference. No delivery or set-up fees were charged to this customer for any exchange. Also, last exchange was done 1-2 days after receiving bed, allowing an early exchange above and beyond the additional exchange.We allow our sales people to help their customers during customer service issues, as they built the original relationship and trust with the customer. I coached and guided our sales person in this case to assure superior customer service, allowing additional exchanges on the mattress, foundations and waiving all additional delivery charges for this customer.The communication issue in this case is due to the fact I was contacted by an "unknown" number, something I do not answer due to solicitation calls. The 1st message left on the number listed was done on November 4th. Prior to that, all calls were either "unknown", no message or to the store.We will gladly send out, free of charge, a team from the logistics department to inspect, measure and check for any irregularities in workmanship or manufacturing of this mattress. This is a part of the 10 year non-pro rated warranty our factory offers on Brooklyn Bedding premium mattresses. Our guidelines follow that of the industry standard for defects in workmanship.Please let me know, via message, or contact the store directly to set up that inspection.Thank you for sharing your concerns, and I look froward to helping you with any warranty issues your mattress may have.Brooklyn BEdding/R&S MattressTell us why here...

To whom it may concern,   R&S Mattress stands behind it's customers and it's policies 100%. We strive to accommodate and solve any issue that may arise with our customers or any concern they have with our policies, as shown in past resolutions with our clients. Our #1 priority is to assist our customers when they have a valid concern or challenge with our product, our staff or our delivery. While we are very empathetic with **. [redacted]'s issue, R&S Mattress has not, nor is not, the source of his issues. We ship over 4,000 pieces of inventory out of our plant weekly, none of which have had any complaints of infestations or bugs for years prior to **. [redacted]'s issue, or even months since his concerns were voiced. We have been to his apartment and given him free encasement for his mattress and even his foundation, a product not purchased from us, to try to help him control his issue. These are valued at over $178 retail, none of which was charged to him, nor was the expense of having us go back out there. In addition, while out there, the bugs climbed out of his carpet and on to the foot of our employee.   In regards to the mattress, they all leave our factory sealed in industrial strength plastic, leaving the opportunity for infestation at 0% while on any truck. **. [redacted] has been asking for a new mattress from us, something we are more than willing to help him with once this is resolved, though we are very confused why he would be asking us for another product after his accusations he made about his first experience with us.   To summarize, R&S Mattress is still willing to assist **. [redacted] with a new mattress, as well as offer to deliver and set up his mattress for free. We will start this process once the accusations, complaints and assumptions that can defame and slander R&S for an issue that is not related to us cease. We pride ourselves and our 20 year reputation on our customer service and our product and want to continue to provide that service to our current and future customers.Sincerely,R&S Mattress

R & S Mattress sells high quality beds at great prices. They are worth a second (and third) look, even if the "sale" sign in the window does not appeal to you. Very high ratings on amazon.com for DreamFoam Bedding lead us to the Brooklyn Bedding web site and from there to the R & S Mattress brick and mortar store. R & S Mattress manufactures both the DreamFoam Bedding and Brooklyn Bedding mattresses. [redacted] in the Tucson store on Broadway provided excellent help in selecting a new Brooklyn Bedding mattress. In fact, we bought not one but three beds from [redacted] My wife and I could not be happier with the quality, value and service provided by [redacted] and R & S Mattress. Most importantly, the quality of sleep we get with our Brooklyn Bedding mattress is simply outstanding.

My name is [redacted] and I am the Sales Manager for R&S Mattress. I am writing in response to [redacted] concern with his mattress and the warranty process on it. I received via our website inquiry page an email from [redacted] on September 9th, 2015. In this email, he stated that he...

was upset that his current mattress was having a warranty issue and the sales person in our store offered to inspect his mattress in his house, then, if there was a challenge with the mattress, we would pick it up, repair it and return it to to him at no charge to him at all. [redacted] wanted only an exchange and a new mattress, something we usually do not do.After speaking with [redacted], the store manager at our store in Avondale, I reached out to [redacted] with a reply email on 9/15/2015. I explained to him via the email that we needed to go to his house to inspect the mattress and better understand the concerns with the bed prior to making a decision to repair or exchange his mattress for him, as this is part of the inspection process industry wide. I also explained to him that [redacted] attempted to schedule an inspection time with him, but when the driver's called to verify he would be at his residence for the inspection, we received no answer or reply from the message.After that, an additional email was sent by [redacted] on Thursday, September 17th, 2015, to my personal email, requesting a Friday inspection. Unfortunately I was traveling and did not get the email until Friday and could not inspect that day. For that I apologize on behalf of R&S Mattress and myself.I contacted [redacted] at the Avondale location, asking him to reach out to [redacted] to re-schedule the inspection. The bed was inspected on Monday, September 21st, 2015, and upon review of the inspection and photos of the mattress, I deemed it to be replaced as soon as possible. [redacted] contacted [redacted] to let him know of the replacement option, and the replacement is scheduled for Thursday, September 24th, in the afternoon.With this situation resolved, I am a little confused as to why this is an issue with both the Revdex.com, as well as the customer. The customer is receiving 100% of what he was asking for, as the only issue was that we needed to follow a procedure to assure that the mattress was indeed defective and qualified for replacement rather than repair. To my knowledge, and the knowledge of the store manager, [redacted] is happy with the resolution and will be sleeping well on his new mattress tomorrow evening.If the Revdex.com or [redacted] requires any additional information before dissolving this complaint, please feel free to reply to R&S Mattress or to myself at: [redacted]. If all is resolved, I will assume that this issue will be removed from the [redacted]
Sincerely,[redacted]R&S Mattress

To whom it may concern,

    I am replying to a concern sent in by [redacted] He originally purchased his first mattress on 5/28/2013. In the first part of 2014, [redacted] contacted our [redacted] location with concerns of the mattress sagging. We sent out, at our cost,...

our driver to inspect the frame, foundation and mattress. By mattress industry standard, all innerspring mattresses must have an impression greater than 1 1/2" to justify a Manufacturer's defect in the product and warrant replacement or repair by the manufacturer. At that time, his mattress only measured 1/2", falling short of the industry standard. To maintain a good relationship with our customers, we agreed to replace [redacted] mattress with an identical and brand new one at our cost.

   At the beginning of this month, [redacted] again contacted our [redacted] store with a concern of sagging and noise coming from his new mattress. We again, at our cost, sent out our driver to inspect all parts of his sleep system. Upon arrival, our driver noticed that the bed and support system had been moved to another room. As seen in the attached pictures, when the support unit was moved by [redacted], the center support legs, required by warranty to both be straight and touching the ground to hold the weight, were angled and off of the ground. This would immediately explain the noises and sagging in the bed. Our driver pointed that out and offered to repair the issue on site. Upon completion, our driver measured the mattress again with [redacted] string, (as seen in the pictures with the black string he provided due to his concern of our process), and as you can see, there are no visible indentation's or sags. Due to that picture, we concluded and are confident that his support system was the cause of the sagging and noise and the mattress was now supportive and 100% functional.

   In regards to [redacted] concern with our sales employee and his abilities on the phone, I drove out to the store to both train and coach the sales person on the issue. He has claimed that he did in fact state he would return [redacted] call within 15-30 minutes, and did, leaving a message on the phone number. When [redacted] called back, he was upset, as he did not get the message and thought he was being ignored. Our sales person informed him he did call and leave a message, wich at that time, [redacted] raised his voice. The sales person insisted that the voices be quieted so they could come to a resolution, and even stated to [redacted] that he would disconnect if the yelling continued, which he did after a while. I have coached the sales person on other avenues to handle this issue rather than disconnecting the communication line so no further episodes will occur.

  R&S Mattress strives to maintain our excellent customer service and prioritizes that above all else to the best of our abilities. We are still more than happy to accommodate and help our customers as seen with our remarkable referral and repeat customer business over the past 19 years. If the Revdex.com or [redacted] have any further questions or concerns, please feel free to email me at the "cc" email shown above on this response.

Sincerely,

R&S Mattress Sales Manager

Good morning,

My name is [redacted] and I am the Sales Manager for R&S Mattress. I received MS. [redacted]'s concerns via an email through our customer service email. I was at fault for the delay, as I do not normally open up that account daily. I have reached out to Ms. [redacted] via...

email today (2/25) and have offered, at no charge to her, to pick up her mattress, take it apart and rebuild it with brand new foams and quilts at our state of the art factory in Phoenix, and re-deliver it to her, creating a brand new mattress for her to sleep on with the remaining warranty of the mattress intact. I am awaiting her call back to arrange a day that is convenient to her to accomplish this. In addition, I will be reaching out to the store that Ms. [redacted] contacted to re-train and reiterate the importance of customer service and what it means to the customer and our company.  If there is anything else that needs to be done at this time, please let me know what it is so that the Revdex.com can discard this complaint through your website. As you know, we have a long standing A relationship with your company and take great pride in our customer service.

Sincerely,

R&S Mattress Sales Manager

My name is [redacted] and I am the Sales Manager for R&S Mattress. I am writing in response to [redacted] concern with his mattress and the warranty process on it. I received via our website inquiry page an email from [redacted] on September 9th, 2015. In this email, he stated that he...

was upset that his current mattress was having a warranty issue and the sales person in our store offered to inspect his mattress in his house, then, if there was a challenge with the mattress, we would pick it up, repair it and return it to to him at no charge to him at all. [redacted] wanted only an exchange and a new mattress, something we usually do not do.After speaking with [redacted], the store manager at our store in Avondale, I reached out to [redacted] with a reply email on 9/15/2015. I explained to him via the email that we needed to go to his house to inspect the mattress and better understand the concerns with the bed prior to making a decision to repair or exchange his mattress for him, as this is part of the inspection process industry wide. I also explained to him that [redacted] attempted to schedule an inspection time with him, but when the driver's called to verify he would be at his residence for the inspection, we received no answer or reply from the message.After that, an additional email was sent by [redacted] on Thursday, September 17th, 2015, to my personal email, requesting a Friday inspection. Unfortunately I was traveling and did not get the email until Friday and could not inspect that day. For that I apologize on behalf of R&S Mattress and myself.I contacted [redacted] at the Avondale location, asking him to reach out to [redacted] to re-schedule the inspection. The bed was inspected on Monday, September 21st, 2015, and upon review of the inspection and photos of the mattress, I deemed it to be replaced as soon as possible. [redacted] contacted [redacted] to let him know of the replacement option, and the replacement is scheduled for Thursday, September 24th, in the afternoon.With this situation resolved, I am a little confused as to why this is an issue with both the Revdex.com, as well as the customer. The customer is receiving 100% of what he was asking for, as the only issue was that we needed to follow a procedure to assure that the mattress was indeed defective and qualified for replacement rather than repair. To my knowledge, and the knowledge of the store manager, [redacted] is happy with the resolution and will be sleeping well on his new mattress tomorrow evening.If the Revdex.com or [redacted] requires any additional information before dissolving this complaint, please feel free to reply to R&S Mattress or to myself at: [redacted]. If all is resolved, I will assume that this issue will be removed from the [redacted]

Sincerely,[redacted]R&S Mattress

In response to complaint #[redacted]
R&S Mattress Cmfort Exchange policy: 1 exchange in the first 60 days of mattress ownership. Must keep for 2 weeks to allow for body adjustment to new support and spinal alignment
For this customer, 2 mattress exchanges were...

done(total of 3 beds), as well as a foundation exchange at no charge, to provide superior cusotmer service. This is way above nd beyond what is normally done. Customer chose the level of comfort based on his preference. No delivery or set-up fees were charged to this customer for any exchange. Also, last exchange was done 1-2 days after receiving bed, allowing an early exchange above and beyond the additional exchange.We allow our sales people to help their customers during customer service issues, as they built the original relationship and trust with the customer. I coached and guided our sales person in this case to assure superior customer service, allowing additional exchanges on the mattress, foundations and waiving all additional delivery charges for this customer.
The communication issue in this case is due to the fact I was contacted by an "unknown" number, something I do not answer due to solicitation calls. The 1st message left on the number listed was done on November 4th. Prior to that, all calls were either "unknown", no message or to the store.
We will gladly send out, free of charge, a team from the logistics department to inspect, measure and check for any irregularities in workmanship or manufacturing of this mattress. This is a part of the 10 year non-pro rated warranty our factory offers on Brooklyn Bedding premium mattresses. Our guidelines follow that of the industry standard for defects in workmanship.
Please let me know, via message, or contact the store directly to set up that inspection.
Thank you for sharing your concerns, and I look froward to helping you with any warranty issues your mattress may have.
Brooklyn BEdding/R&S Mattress
Tell us why here...

regardless of there comments I CANNOT USE  the mattress  and  the man in charge made himself unavilable  they have made no attempt to talk with me to resolve this matter you may close the case but it is not resolved they sell junk and because of your actions they will keep on doing so

To whom it may concern,

    I am replying to a concern sent in by [redacted] He originally purchased his first mattress on 5/28/2013. In the first part of 2014, [redacted] contacted our [redacted] location with concerns of the mattress sagging. We sent out, at our cost,...

our driver to inspect the frame, foundation and mattress. By mattress industry standard, all innerspring mattresses must have an impression greater than 1 1/2" to justify a Manufacturer's defect in the product and warrant replacement or repair by the manufacturer. At that time, his mattress only measured 1/2", falling short of the industry standard. To maintain a good relationship with our customers, we agreed to replace [redacted] mattress with an identical and brand new one at our cost.

   At the beginning of this month, [redacted] again contacted our [redacted] store with a concern of sagging and noise coming from his new mattress. We again, at our cost, sent out our driver to inspect all parts of his sleep system. Upon arrival, our driver noticed that the bed and support system had been moved to another room. As seen in the attached pictures, when the support unit was moved by [redacted], the center support legs, required by warranty to both be straight and touching the ground to hold the weight, were angled and off of the ground. This would immediately explain the noises and sagging in the bed. Our driver pointed that out and offered to repair the issue on site. Upon completion, our driver measured the mattress again with [redacted] string, (as seen in the pictures with the black string he provided due to his concern of our process), and as you can see, there are no visible indentation's or sags. Due to that picture, we concluded and are confident that his support system was the cause of the sagging and noise and the mattress was now supportive and 100% functional.

   In regards to [redacted] concern with our sales employee and his abilities on the phone, I drove out to the store to both train and coach the sales person on the issue. He has claimed that he did in fact state he would return [redacted] call within 15-30 minutes, and did, leaving a message on the phone number. When [redacted] called back, he was upset, as he did not get the message and thought he was being ignored. Our sales person informed him he did call and leave a message, wich at that time, [redacted] raised his voice. The sales person insisted that the voices be quieted so they could come to a resolution, and even stated to [redacted] that he would disconnect if the yelling continued, which he did after a while. I have coached the sales person on other avenues to handle this issue rather than disconnecting the communication line so no further episodes will occur.

  R&S Mattress strives to maintain our excellent customer service and prioritizes that above all else to the best of our abilities. We are still more than happy to accommodate and help our customers as seen with our remarkable referral and repeat customer business over the past 19 years. If the Revdex.com or [redacted] have any further questions or concerns, please feel free to email me at the "cc" email shown above on this response.

Sincerely,

R&S Mattress Sales Manager

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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.  For your reference, details of the offer I reviewed appear below.

First off, while it is true that R an S mattress replaced my mattress, it was nowhere near 1/2" as they stated it was closer to 2-1/2" the driver mentioned how visible it was.

Second, as you can see from the attached screen shot from my phone which is an absolute record of the my calls with r and s mattress on that day you can see that they did in fact not return my calls. R and S mattress says a lot of things but never offers any evidence.

Third, I never disputed that my frame was displaced, but what I did say that was completely ignored was that the driver moved my bed to measure the sag. This is what caused the displacement, the driver displaced my bed and cause the legs to bend.

Fourth, R and S has still failed to mention anything about the noise or the spring displacement or the folding-in-half-ness.

If R and S mattress were to correctly address these point or give me a full refund, I would accept their response.

Regards,

To whom it may concern,   R&S Mattress stands behind it's customers and it's policies 100%. We strive to accommodate and solve any issue that may arise with our customers or any concern they have with our policies, as shown in past resolutions with our clients. Our #1 priority is to assist our customers when they have a valid concern or challenge with our product, our staff or our delivery. While we are very empathetic with **. [redacted]'s issue, R&S Mattress has not, nor is not, the source of his issues. We ship over 4,000 pieces of inventory out of our plant weekly, none of which have had any complaints of infestations or bugs for years prior to **. [redacted]'s issue, or even months since his concerns were voiced. We have been to his apartment and given him free encasement for his mattress and even his foundation, a product not purchased from us, to try to help him control his issue. These are valued at over $178 retail, none of which was charged to him, nor was the expense of having us go back out there. In addition, while out there, the bugs climbed out of his carpet and on to the foot of our employee.   In regards to the mattress, they all leave our factory sealed in industrial strength plastic, leaving the opportunity for infestation at 0% while on any truck. **. [redacted] has been asking for a new mattress from us, something we are more than willing to help him with once this is resolved, though we are very confused why he would be asking us for another product after his accusations he made about his first experience with us.   To summarize, R&S Mattress is still willing to assist **. [redacted] with a new mattress, as well as offer to deliver and set up his mattress for free. We will start this process once the accusations, complaints and assumptions that can defame and slander R&S for an issue that is not related to us cease. We pride ourselves and our 20 year reputation on our customer service and our product and want to continue to provide that service to our current and future customers.Sincerely,R&S Mattress