San Diego Mattress Man

We have have agreed to fix the minor damage done the door frame when the customer is able to make himself available to us we will set a time to schedule the repairs to the door
frame.
The complaint of damages to the driveway and stairway rails however are baseless and unsupported by his initial first email report given and his signature on the delivery manifest on 6/11/stating receiving merchandise in good condition and or no damages of any sort upon delivery
We ask that the customer please refrain from making anymore claims since his initial report of the accounts that happened on 6/11/contradicts with the allegations of damages in the original complaint and new alleged claims of damages
We are a family business in San Diego for over years and have always held our service to a higher standard we ask that the customer cease the baseless claims of damages to his driveway and stairway rails.
We would like to have the customer call us to make arrangements to fix the minor damage on the door frame to close this matter ASAP
Please contact me if you need further assistance to resolve and close this matter

We have accommodated the customer professionally by delivering the correct mattress they ordered after the mistake was made the first timeWe even visited them at their home as a
courtesy" class="cuttext">href="https://www.google.com/search?q=courtesy&spell=1&sa=X&ved=0CBsQvwUoAGoVChM...⇄ to their concerns and assured them the mattress delivered is the correct mattress they ordered originally.We have gone over all the facts in order to come up with a solution to this problem and exhausted every possible way to help themThe mattress they currently have in their home is the correct one on the Invoice.We understand the mistake was made the first time but we corrected it very promptly and professionally to ensure the customer has the product they paid forWe informed the customer any new product delivered will always be a little firmer then the floor modelThe adjustment period usually takes between 1-weeks this is because the foams layers need to be adjusted after being slept on that's called the break in periodOur sales associates have treated the customer professionally and have gone far and beyond to make sure the customer is happy

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. For your reference, details of the offer I reviewed appear below
Dear *** *** of The Revdex.com, In regards to the complaint ID ***, submitted on 6/8/2015, against San Diego Mattress Man: I am disappointed to see that Mattress Man continues to obfuscate the facts and misrepresent my concerns. The message from the business is incorrect, wrong, and duplicitous on at least two points: 1) It is not accurate that the business “accommodated the customer” or that it corrected their own mistake “promptly and professionally” as evidenced by numerous conversations and written correspondences with Mattress Man employees where my husband and I had to folland remind the business repeatedly that we were still waiting for a delivery of the right mattress after the deadline by which the store promised to fix the issue expired. This is evident from the email with *** *** on 5/18/2015. Moreover, we are still waiting for the delivery of the right mattress, and so the business miserably and blatantly failed to “make sure the customer is happy.” 2) It is also not true that the mattress delivered to our home during the second attempt is the one my husband and I physically tested, pointed out, and ordered at the *** showroom. The mattress delivered to us on the second attempt is Beautyrest Recharge Chantal Plush, but it is not the model we requested. It is not just about the softness/firmness of the mattress; we specifically searched for a mattress with handles for easier movement. The product delivered to us lacks those, but the mattress in the showroom had them. This is not about “break in period” of the new foam layers, as the “1-weeks” adjustment period already passed. This is about an incorrect product, which the business refuses to replace. In fact, when my husband visited the store in person on Sunday, 5/31/2015, the salesperson talked about “factory mistakes” and “upgrading” us, implying that there was an inconsistency between what was presented to us in the showroom at the time of purchase on 05/04/2015, and what is currently a wrong and uncomfortable product taking up space in our bedroom. Furthermore, if the mattress in our home matches the product on the store invoice, then that is another employee processing error and not the customer’s fault since the object we selected in the showroom is not the object delivered to our house.3) The store removed the mattress we ordered from the showroom - no such model exist anymore, no evidenceProbably, they knew from the beginning that this product can not be delivered at all. I am not demanding unreasonable favors or upgrades from the business. I simply wish for the physical features of the mattress my husband and I chose in the floor model at the showroom to match the physical features of the new product delivered to my home. I want the correct model. And, if the business is unable to supply me with a mattress they advertised to us in the store, then I want a refund of my money, so that I may purchase the right mattress at another location. Respectfully, *** *** *** *** Lane***, CA ***

We have accommodated the customer professionally by delivering the correct mattress they ordered after the mistake was made the first timeWe even visited them at their home as a courtesy to their concerns and assured them the mattress delivered is the correct mattress they ordered originally.We
have gone over all the facts in order to come up with a solution to this problem and exhausted every possible way to help themThe mattress they currently have in their home is the correct one on the Invoice.We understand the mistake was made the first time but we corrected it very promptly and professionally to ensure the customer has the product they paid forWe informed the customer any new product delivered will always be a little firmer then the floor modelThe adjustment period usually takes between 1-weeks this is because the foams layers need to be adjusted after being slept on that's called the break in periodOur sales associates have treated the customer professionally and have gone far and beyond to make sure the customer is happy

We have have agreed to fix the minor damage done the door frame when the customer is able to make himself available to us we will set a time to schedule the repairs to the door frame. The complaint of damages to the driveway and stairway rails however are baseless and unsupported by his initial...

first email report given and his signature on the delivery manifest on 6/11/2016 stating receiving merchandise in good condition and or no damages of any sort upon delivery. We ask that the customer please refrain from making anymore claims since his initial report of the accounts that happened on 6/11/2016 contradicts with the allegations of damages in the original complaint and new alleged claims of damages. We are a family business in San Diego for over 27 years and have always held our service to a higher standard we ask that the customer cease the baseless claims of damages to his driveway and stairway rails.  We would like to have the customer call us to make arrangements to fix the minor damage on the door frame to close this matter ASAP. Please contact me if you need further assistance to resolve and close this matter.

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.
Dear [redacted] of The Revdex.com,
 
In regards to the complaint ID [redacted], submitted on 6/8/2015, against San Diego Mattress Man:
 
I am disappointed to see that Mattress Man continues to obfuscate the facts and misrepresent my concerns.  The message from the business is incorrect, wrong, and duplicitous on at least two points:
 
1) It is not accurate that the business “accommodated the customer” or that it corrected their own mistake “promptly and professionally” as evidenced by numerous conversations and written correspondences with Mattress Man employees where my husband and I had to follow-up and remind the business repeatedly that we were still waiting for a delivery of the right mattress after the deadline by which the store promised to fix the issue expired.  This is evident from the email with [redacted] on 5/18/2015.  Moreover, we are still waiting for the delivery of the right mattress, and so the business miserably and blatantly failed to “make sure the customer is happy.”
 
2) It is also not true that the mattress delivered to our home during the second attempt is the one my husband and I physically tested, pointed out, and ordered at the [redacted] showroom.  The mattress delivered to us on the second attempt is Beautyrest Recharge Chantal Plush, but it is not the model we requested.  It is not just about the softness/firmness of the mattress; we specifically searched for a mattress with handles for easier movement.  The product delivered to us lacks those, but the mattress in the showroom had them.  This is not about “break in period” of the new foam layers, as the “1-2 weeks” adjustment period already passed.  This is about an incorrect product, which the business refuses to replace.  In fact, when my husband visited the store in person on Sunday, 5/31/2015, the salesperson talked about “factory mistakes” and “upgrading” us, implying that there was an inconsistency between what was presented to us in the showroom at the time of purchase on 05/04/2015, and what is currently a wrong and uncomfortable product taking up space in our bedroom.  Furthermore, if the mattress in our home matches the product on the store invoice, then that is another employee processing error and not the customer’s fault since the object we selected in the showroom is not the object delivered to our house.
3) The store removed the mattress we ordered from the showroom - no such model exist anymore, no evidence. Probably, they knew from the beginning  that this product can not be delivered at all.
 
I am not demanding unreasonable favors or upgrades from the business.  I simply wish for the physical features of the mattress my husband and I chose in the floor model at the showroom to match the physical features of the new product delivered to my home.  I want the correct model.  And, if the business is unable to supply me with a mattress they advertised to us in the store, then I want a refund of my money, so that I may purchase the right mattress at another location.    
 
Respectfully, 
 
[redacted] Lane[redacted], CA [redacted]

Review: I purchased a mattress set and requested to be delivers on October 31st. On the delivery date, I was notified my ordered mattress was out of stock because someone at their warehouse didn't label the mattress sold when my order was placed. They offered to deliver the mattress on Nov. 5th. Then I ordered a bed frame on Oct. 31st for it to be delivered together with mattress on November 5th. However, on Nov 5th I received another call from mattress that they have my bed frame in the wrong color and they need to order it again! After negotiation, they delivered the mattress set on nov 5. They borrowed a metal frame for me to set the mattress on while I wait for the bed frame to be delivered on nov 8th. On nov 8th, I finally received my bed frame. Mattress man failed to deliver the purchased good on scheduled time twice in my order. We failed to reach agreement in negotiation. So I am filling this compliant to seek price adjustment to compensate my lost time.Desired Settlement: 10% refund on the order.

Business

Response:

San Diego Mattress Man

San Diego, CA [redacted]

Revdex.com Case #[redacted]

I understand how our customer is frustrated. As mentioned earlier to her... sometimes things just go wrong. We first started out with a delay of getting the mattress delivered to her. She chose to come in to store and purchase a leather bed frame at a discount to compensate for the delay. She came to store and after a long pricing battle we sold the bed at cost to clear up the issue. We ordered the bed in white and it showed up in chocolate. 2 days later we delivered it to her the way she ordered.

There will be no further discount as I have already told her this already.

We sold the bed frame to her at cost.

The mattress set we sell everyday at 1199.00 she paid only 1100.00 and received free delivery and paid no sales tax.

She should have paid 1344.92 with tax and delivery however she paid only $1100.00

Although I am sorry there was a delay but sometimes delays happen. We are all human and mistakes happen. We try and learn and prevent them in the future. We never want to

call a customer and say their order will be late. All upset customers are bad for business and moral of the employees. Rest assured Mrs. [redacted] complaint was heard load and

clear before she even considered writing the Revdex.com.

Thanks,

Review: On May 4, 2015, my husband and I visited the business' showroom to purchase a new king-size mattress. The customer service was friendly as the sales rep listened to our concerns and encouraged us to test the available products. We selected and paid in-full for BeautyRest Recharge Luxury PillowTop mattress with cooling gel technology and side handles. On May 9, the mattress delivered to us did not perform the way the showroom mattress did. The next day, my husband contacted the the sales rep who first encouraged us to give the product time to soften but then promised to correct the problem. On May 18, I sent e-mail to the business with a follow-up request for a delivery of the correct product. [redacted] replied promising to deliver the right mattress on May 30. The product delivered was, again, not the one we ordered. We even invited the salesman to our house to see and test the mattress because he tried to convince us that the delivery was correct. The mattress delivered the second time was the BeautyRest Recharge Chantal Plush, a less expensive model, but, more importantly, not the one we find comfortable or desirable. The next day, my husband returned to the showroom again, but the business removed the original mattress we tried from their showroom display. Sales rep explained that the mattress was "a factory mistake," and when my husband asked how the business planned to fix our problem, the rep said: "I don't know. You can sue me." Despite our numerous visits to the store, emails, calls, and formal letters of complaint to the Mattress Man, we have been unsuccessful in getting either the desired, correct item delivered to our house even though we paid in-full at the time of purchase or in getting a full refund so that we may patron another business and buy the desired mattress.Desired Settlement: I would prefer a full refund of the charges to my credit card as I am sorely disappointed with the level of customer service, and do not wish to do business with this company. I find Mattress Man's customer service attitude deplorable and unethical. However, I'm willing to settle for an immediately delivery of the correct product which I ordered on May 4, 2015.

Business

Response:

We have accommodated the customer professionally by delivering the correct mattress they ordered after the mistake was made the first time. We even visited them at their home as a courtesy to their concerns and assured them the mattress delivered is the correct mattress they ordered originally.We have gone over all the facts in order to come up with a solution to this problem and exhausted every possible way to help them. The mattress they currently have in their home is the correct one on the Invoice.We understand the mistake was made the first time but we corrected it very promptly and professionally to ensure the customer has the product they paid for. We informed the customer any new product delivered will always be a little firmer then the floor model. The adjustment period usually takes between 1-2 weeks this is because the foams layers need to be adjusted after being slept on that's called the break in period. Our sales associates have treated the customer professionally and have gone far and beyond to make sure the customer is happy.

Consumer

Response:

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.

Dear [redacted] of The Revdex.com, In regards to the complaint ID [redacted], submitted on 6/8/2015, against San Diego Mattress Man: I am disappointed to see that Mattress Man continues to obfuscate the facts and misrepresent my concerns. The message from the business is incorrect, wrong, and duplicitous on at least two points: 1) It is not accurate that the business “accommodated the customer” or that it corrected their own mistake “promptly and professionally” as evidenced by numerous conversations and written correspondences with Mattress Man employees where my husband and I had to follow-up and remind the business repeatedly that we were still waiting for a delivery of the right mattress after the deadline by which the store promised to fix the issue expired. This is evident from the email with [redacted] on 5/18/2015. Moreover, we are still waiting for the delivery of the right mattress, and so the business miserably and blatantly failed to “make sure the customer is happy.” 2) It is also not true that the mattress delivered to our home during the second attempt is the one my husband and I physically tested, pointed out, and ordered at the [redacted] showroom. The mattress delivered to us on the second attempt is Beautyrest Recharge Chantal Plush, but it is not the model we requested. It is not just about the softness/firmness of the mattress; we specifically searched for a mattress with handles for easier movement. The product delivered to us lacks those, but the mattress in the showroom had them. This is not about “break in period” of the new foam layers, as the “1-2 weeks” adjustment period already passed. This is about an incorrect product, which the business refuses to replace. In fact, when my husband visited the store in person on Sunday, 5/31/2015, the salesperson talked about “factory mistakes” and “upgrading” us, implying that there was an inconsistency between what was presented to us in the showroom at the time of purchase on 05/04/2015, and what is currently a wrong and uncomfortable product taking up space in our bedroom. Furthermore, if the mattress in our home matches the product on the store invoice, then that is another employee processing error and not the customer’s fault since the object we selected in the showroom is not the object delivered to our house.3) The store removed the mattress we ordered from the showroom - no such model exist anymore, no evidence. Probably, they knew from the beginning that this product can not be delivered at all. I am not demanding unreasonable favors or upgrades from the business. I simply wish for the physical features of the mattress my husband and I chose in the floor model at the showroom to match the physical features of the new product delivered to my home. I want the correct model. And, if the business is unable to supply me with a mattress they advertised to us in the store, then I want a refund of my money, so that I may purchase the right mattress at another location. Respectfully, [redacted] Lane[redacted], CA [redacted]

Review: I bought a mattress on 5/4/2012. I paid the whole balance/price in full. I got a 10" memory foam California king size. I paid for the delivery charge. about two months ago, my husband [redacted] called the store manager to advise the mattress is defective : the top surface is not even, it sinks to the middle, It is very unconfortable to sleep in this mattress. my husband was told to take pictures and email the pictures in. then he was told to bring the mattress in to the store. he did all as he was asked. We slept in the floor for over one week waiting for the store to replace our mattress. when husband called the store to ask when would the new mattress be ready he was told to go and pick up the same mattress, they said there was nothing wrong with the mattress, they told my husband they added more air into the foam to make the surface even. my husband was so upset and had no choice but to bring the mattress back home.resolution: I want the store to bring a new mattress to my home address and to take this defective mattress back. I specifically asked the salesperson about the warranty and he said it was covered for any defects.I feel very unhappy with this purchase, it has cause me nothing but headaches.Desired Settlement: I want the same style Cascade 10" memory foam cal king size mattress , I paid $899.80 for this "new" mattress. I don't want this same mattress it is defective.

Business

Response:

San Diego

Mattress Man

1177 Knoxville

St

San Diego,

Ca 92110

619-275-2117

Case [redacted] Our side of the story may be different than the customer’s

version. We requested he take pictures

of the mattress so we can verify there is a problem. For any warranty issue to take place the sag

or depression needs to be greater than 1 ½ inches. He emailed us pictures that show this amount. However the pictures show a ruler bottom side

but not the top of the complete ruler.

The ruler is showing around 1 3/4 .

However it also “appears” that the ruler is being pushed down as the

indentations around the stick are showing an outline of the stick. Giving the customer the benefit of the

doubt.. I choose to have him bring to

our store location and we can send it in for repair. Once the piece arrived to our warehouse we

laid it down and saw NO impression. We

sent to factory and they returned it back stating there is nothing wrong with

it.

In the letter it states we added more air to the mattress to

make the surface even again. I am not

sure about this statement. I never

stated this and don’t really know what it means. We have no means to repair these by this

process or any other means.

After reviewing the letter today it occurred to me that

there is no frame purchased from us. In

a few cases the problem can be the bed frame.

I am not sure about this case but anything is possible. The center supports for the bed frame can be

set to low or are missing. The King size

should have 3-4 center legs to hold the boxspring straight. We have seen them missing set to low or set

to high in the past.

Customer should check to make sure he has proper supports in

the correct position. If that’s not the

case then at this point there is nothing we can do as the factory states no

warranty issue present. Even as a third

party I dind’t se anything either.

For a warranty issue mattress needs to be sagging 1 ½” inch

or greater with no one pushing down on the mattress.

Thanks,

San Diego

Mattress Man

Consumer

Response:

hello and thank you for responding to my request. I do not agree with the response from the store. I do have a solid frame for my king size bed and I have confirmed that the center of the frame is at the same level as the four corners, my bed frame has pieces of wood from side to side and it is at the same level in all sides and center. seems like the store respondents are creating excuses to avoid replacing faulty merchandise. I am asking to have either a mattress that is equal in price and in good condition: flat , not with a whole in the center. or I want my money back so that I can go to another store and buy a mattress that is not damaged or defective. I am really tired of having to sleep in this mattress that sinks to the center and I feel like sleeping in a couch. it is very sad that I paid a great amount of money for a mattress that is not comfortable at all. the pictures sent to the store email address were taken as the manager gave instructions to my husband, in addition my husband was told to take the mattress back because it was going to be replaced. we paid delivery fees and I do not find it reasonable that we have to go through this whole ordeal to have our mattress replaced. if the store does not replaces the mattress I do want my money back immediately.

please resolve my issue

thanks

Santee Ca 92071

Business

Response:

The mattress does not fall within the guidelines of a warranty issue. We have to follow the guidelines of the manufacturer. All mattress manufacturer have very similar warranty guidelines. I have already inspected the mattress and it does not qualify. I have already given the customer the contact info for [redacted] bedding. They are located in Escondido and can perhaps convince the manf to exchange the mattress even though it does not fall within the guidelines.

Manufacturer

Escondido, Ca 92025

###-###-####