Restonic Mattress Corporation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Restonic claim I have not cooperatedThis is quite simply a lieI visited the retailer, who told me (as stated in my original complaint) that 'comfort is not a reason for return'Something I also communicated in my complaint to the business first, and then in my complaint via the Revdex.comI had tried to explain to the retailer that for an item to be fit for its intended purpose, in this case a bed, being comfortable and supportive is its sole purpose, so while there were no rips or damaged seams etcit was still faulty in doing its job as a $+ bedI communicated this experience and my complaint to Restonic directlyI have attached screenshots of the email exchanges we had, where they dismiss my concernsI then complained on social mediaThis time I received a phone callThis phone call response consisted of them saying that their only obligation was to manufacturing defects, not quality, comfort or supportThey said they were 'sorry you are experiencing back pain...this is not our responsibility....have you tried buying a mattress topper'I told them again that their bed was of a poor quality, very badly made and that I had slept in many different beds without suffering this experience, hard, soft, expensive and cheap, that it was definitely a poor design, poor manufacture but she simply made me listen to her go on about how great Restonic was and tell me again that they have no duty to provide beds of a certain standard as a manufacturer, that retailers have all the responsibility.That is why I got in touch with the Revdex.comI wanted some support as I can't believe manufacturers can get away with selling awful products that aren't fit for their intended purpose and avoiding all responsibilityI also wanted consumers to know to stay away as the business clearly doesn't care.Since making this complaint I have received an email from the business who are now interested in inspecting the mattress, though as you will see from their warranty information, they will only be looking for manufacturing defects and have no intention of taking responsibility for the level of comfort, support or quality; they are merely making a hollow gesture to look like they are complying with the law Regards, [redacted]

We did reach out to Ms [redacted] regarding an in home inspection of her set - she indicated that she would be out of the country until the end of April - we told her we would try to contact her again at that timeAlthough we requested a copy of her receipt and law tag, we received the receipt but the picture Ms [redacted] sent was of the woven label, not the law tag from her mattress I have attached a copy of her original receipt, woven label and an example of the law tag we are looking forAs you can see from the original sales receipt, the retailer clearly states "NO EXCHANGE COMFORT/HEIGHT" which is the basis of Ms [redacted] complaint - she purchased a bed that she feels is not comfortableOur position as well is that comfort is an individual aspect of the purchase that cannot be warrantedQuality components can be, and we are happy to stand behind our quality, based upon an inspection and the standards outlined in our warranty policy, also attached.Since you are in direct contact with Ms [redacted] , we are still requesting a copy of the law tag to order an inspection of her bed and will do so as soon as we receive itThe 3rd party will reach out to her directly to make an appointment for an in home inspection of her set at her convenience.We look forward to a resolution to Ms [redacted] claim.Thank you.Regards,Andrea

March 28, 2016Revdex.com100 Bryant Woods SouthAmherst, NY 14228RE:[redacted]Ms. [redacted]We have reviewed your letter dated March 21, 2016 received by Restonic Mattress Corporate office. The consumer, [redacted], has not cooperated with Restonic in following the procedure...

we've outlined in filing a warranty claim pertaining to her mattress set. With any warranty claim we receive, the consumer is asked to first contact the retailer where the mattress set was purchased so the initial point of sale has an opportunity to resolve the issue for their customer. If for some reason the consumer cannot or will not reach out to the retailer, or the retailer does not respond, the customer is asked to file a claim on our website at www.restonic.com.Once this claim is received and the consumer can provide the necessary documentation (original sales receipt and law tag, confirming factory of manufacture), we place an inspection order with an independent 3'rd party by the name of [redacted] to complete an in home inspection of the set.  Once the inspection is performed, a report is completed outlining if the set is within normal manufacturing standards or not based on a number of factors outlined in our warranty policy. Restonic will then make a determination for steps to resolve the claim on the behalf of the consumer. Restonic's warranty policy covers manufacturer's defects as outlined, but does not cover any comfort guarantee. A copy of our warranty policy has been included for your review. Up to this point in her claim, Ms. [redacted] has failed to contact the retailer, [redacted] or file a claim on our website. We would encourage Ms. [redacted] to contact the store she purchased from, or file an online claim . Once the claim is received, we would be happy to address her concerns.Sincerely,Andrea H[redacted]VP Administration

We did reach out to Ms. [redacted] regarding an in home inspection of her set - she indicated that she would be out of the country until the end of April  - we told her we would try to contact her again at that time. Although we requested a copy of her receipt and law tag, we received the receipt but the picture Ms. [redacted] sent was of the woven label, not the law tag from her mattress.  I have attached a copy of her original receipt, woven label and an example of the law tag we are looking for. As you can see from the original sales receipt, the retailer clearly states "NO EXCHANGE 4 COMFORT/HEIGHT" which is the basis of Ms. [redacted] complaint - she purchased a bed that she feels is not comfortable. Our position as well is that comfort is an individual aspect of the purchase that cannot be warranted. Quality components can be, and we are happy to stand behind our quality, based upon an inspection and the standards outlined in our warranty policy, also attached.Since you are in direct contact with Ms. [redacted], we are still requesting a copy of the law tag to order an inspection of her bed and will do so as soon as we receive it. The 3rd party will reach out to her directly to make an appointment for an in home inspection of her set at her convenience.We look forward to a resolution to Ms. [redacted] claim.Thank you.Regards,Andrea

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Restonic claim I have not cooperated. This is quite simply a lie. I visited the retailer, who told me (as stated in my original complaint) that 'comfort is not a reason for return'. Something I also communicated in my complaint to the business first, and then in my complaint via the Revdex.com. I had tried to explain to the retailer that for an item to be fit for its intended purpose, in this case a bed, being comfortable and supportive is its sole purpose, so while there were no rips or damaged seams etc. it was still faulty in doing its job as a $1200 + bed. I communicated this experience and my complaint to Restonic directly. I have attached screenshots of the email exchanges we had, where they dismiss my concerns. I then complained on social media. This time I received a phone call. This phone call response consisted of them saying that their only obligation was to manufacturing defects, not quality, comfort or support. They said they were 'sorry you are experiencing back pain...this is not our responsibility....have you tried buying a mattress topper'. I told them again that their bed was of a poor quality, very badly made and that I had slept in many different beds without suffering this experience, hard, soft, expensive and cheap, that it was definitely a poor design, poor manufacture but she simply made me listen to her go on about how great Restonic was and tell me again that they have no duty to provide beds of a certain standard as a manufacturer, that retailers have all the responsibility.That is why I got in touch with the Revdex.com. I wanted some support as I can't believe manufacturers can get away with selling awful products that aren't fit for their intended purpose and avoiding all responsibility. I also wanted consumers to know to stay away as the business clearly doesn't care.Since making this complaint I have received an email from the business who are now interested in inspecting the mattress, though as you will see from their warranty information, they will only be looking for manufacturing defects and have no intention of taking responsibility for the level of comfort, support or quality; they are merely making a hollow gesture to look like they are complying with the law. 
Regards,
[redacted]