Rockland Mattress

Review: Refuse to honor warranty of box spring and mattress. Hangs up when contacted by phone regarding this issue on 4 different times. Told UNTRUTHS regarding warranty. [redacted], is DISRESPECTFUL AND CALLS MY A LAIR WHEN SPEAKING WITH ME. ACCUSED ME OF WRONG DOING TO GET OUT OF REPLACING PRODUCTS UNDER WARRANTY.Desired Settlement: Honor warranty

Business

Response:

WE AT ROCKLAND MATTRESS HAVE AN "A+" RATING. WE ARE A FAMILY OWNED BUSINESS FOR 25+ YEARS. OUR SMALL NEIGHBOR HOOD BUSINESS HAS SURVIVED WITH AN EXCELLENT RATING BECAUSE WE TREAT EVERYONE WITH RESPECT. [redacted] APPEARS TO BE AN UNSTABLE INDIVIDUAL. OUR LITTLE STORE DOES NOT WARRANTY ANYTHING. THE WARRANTY IS BETWEEN THE CONSUMER AND THE MANUFACTURE. WE ALWAYS TRY TO STAY INVOLVED, AS THE MIDDLE MAN, (for as long as the manufacturer allows us to) TO HELP OUR CUSTOMERS BECAUSE THROUGH EXPERIENCE, WE K NOW WHAT THE MANUFACTURER IS LOOKING FOR THAT COULD JEAPARDIZE THE WARRANTY AND WE WANT TO BE THERE TO GUIDE OUR CUSTOMER. IN THIS CASE, [redacted] PURCHASED A SERTA MATTRESS A YEAR PRIOR (that a absolutely has a 25 year limited warranty) AND CALLED US TO COMPLAIN OF A CENTER SAG. WE SENT OUT OUR DELIVERY MEN TO TAKE PHOTOS OF THE MATTRESS WITH A RULER SO WE COULD PROVE TO THE MANUFACTURE ER THE DEPTH OF THE SAG. ONCE AT HER HOUSE THEY OBSERVED THAT THE FRAME SHE WAS USING ON HER QUEEN MATTRESS DID NOT HAVE A CENTER SUPPORT. WHEN THE DE LIVERY MAN INFORMED HER THAT SHE SHOULD GET A FRAME WITH A CENTER SUPPORT AND THAT THIS MIGHT SOLVE HER CENTER SAG PROBLEM AND THAT, MORE IMPORTANTLY, SHE MIGHT HAVE A PROBLEM DOWN THE ROAD WITH THE MANUFACTURER WARRANTY IF IT IS NOT PROPERLY SUPPORTED IN THE CENTER, MS. [redacted] STARTED TO SCREAM AND YELL UNCONTROLLABLY. IT WAS AT THIS TIME SHE CALLED THE STORE YELLING AND SCREAMING HYSTERICALLY. IT WAS IMPOSSIBLE TO MAKE OUT ANY WORDS OR MAKE ANY SENSE OF HER RAMBLINGS. WE ASKED REPEATEDLY TO SPEAK TO OUR DELIVERY MEN TO FIND OUT WHAT WAS GOING ON, BUT SHE REFUSED AND CONTINUED TO RANT AND RAVE. AT THIS POINT, SHE WAS INSTRUCTED BY US THAT SHE IS WELCOME TO CALL US BACK WHEN SHE CALMS DOWN AND CAN SPEAK WITHOUT YELLING AND SCREAMING AT US. OUR DELIVERY MAN CONTACTED US ON HIS PERSONAL CELL AND ASKED IF HE COULD PLEASE LEAVE THE PREMISES THAT THEY FELT SHE WAS A LITTLE OFF. THE NEXT DAY WE TRIED TO REACH OUT TO MRS. [redacted] BY PHONE GIVING HER THE BENEFIT OF THE DOUBT...THAT EVERYONE CAN HAVE ONE BAD DAY. OUR PHONE CALL WAS MET WITH THE SAME RANTING AS THE DAY BEFORE. A COUPLE OF DAYS LATER WE WERE CONTACTED BY THE MANUFACTURER SAYING THAT MRS [redacted] HAD CONTACTED THEM DIRECTLY BUT KEPT CHANGING HER STORY SO THEY REFER RED HER BACK TO US. MRS. [redacted] IS CLAIMING THAT WE HAVE SOME SORT OF EVIL PLOT TO MAKE HER BUY A $35 FRAME. IF WE WERE ALL ABOUT THE MONEY THEN WHY DID WE "AT NO CHARGE" SEND 2 DELIVERY MEN AND A TRUCK OVER 45MINUTES AWAY (each way) TO HER HOME TO HELP HER WITH HER POSSIBLE WARRANTY PROBLEM. MRS [redacted]'S WARRANTY IS WITH THE MANUFACTURER AND, AT THIS POINT, OUR DELIVERY MEN REFUSE TO REENTER HER HOME AND WHEREAS WE USUALLY LIKE TO STAY INVOLVE D TO HELP WHEN OUR CUSTOMERS HAVE A WARRANTY ISSUE WITH THE MANUFACTURER.......IN THIS CASE, OUR EFFORTS TO HELP WERE MET WITH ACCUSATIONS OF LIES

AND WRONG DOING.

Business

Response:

The business sent the Revdex.com an update on this case. The business alleges that Serta sent out claim forms on November **, 2013 and as of last week they have not heard back.