Shopust.com, Inc.

On behalf of Christian’s Mattress Xpress, This is true that the customer called and asked us to do an inspection on her Simmons World Class “Kimi " Queen size mattressWe had our team go out and do the inspection according to Simmons the manufactures’ guidelinesWe then turned it into Simmons and
they authorized an exchange.At the time when our client purchased her new mattress, the warranty on the World Class mattresses were a year prorated warrantyMeaning that she would get full replacement on her mattress for the first years and then it would be prorated for the next years thereafterSince that time Simmons the manufacture changed their warranty to straight years with no proration.We contacted the client and let her know that she was approved to get a new mattress, but we wanted her to come in and make sure she was satisfied with the New upgraded World Class replacement as far as firmnesses etcAt that time she chose one and we ordered it and we did let here know that she would receive a new full year warranty, not since the mattress was years oldShe questioned me on this and I told her that Simmons changed their warranty not Christian's Mattress Xpress, we are only the retailer, not the manufactureWe ordered here the new replacement and the mattress came into our warehouse, we then called her to set up the exchange and she told our warehouse assistant manager, Jason, that she didn’t want it after a || This was the last time we at Christian's Matt ress Xpress had talked to our client.When I received the letter from the Revdex.com, I immediately reached out to the client on Saturday Apri f 2nd, and this is when she shared her frustrations about the remaining warranty on her mattressAt this time she had called Simmons and received a couple of different answers and no call backcontinued to let her know that this is not Christians Mattress Xpress's call but Simmons the manufactureI told her that I would reach out to Simmons and see what they could do, and that I would reach out to her the following week.I did reach out to our Regional Simmons Manager, I went over the situation and he said he would get back to usHe did get back to me Sunday evening and wrote me a letter for our client that Simmons would honor their original warranty, which is not normal.I called our client on Monday April 4" and left message with the good newsNo call backI again reached out on Thursday April 7" and still I No call backI am sending you a copy of the letter from SimmonsPlease set me know if we can be of further service.Sincerely,R** ***, President

Complaint:
I am rejecting this response because:
Regards,
B*** ***

On behalf of Christian’s Mattress Xpress, This is true that the customer called and asked us to do an inspection on her Simmons World Class “Kimi " Queen size mattressWe had our team go out and do the inspection according to Simmons the manufactures’ guidelinesWe then turned it into Simmons and
they authorized an exchange.At the time when our client purchased her new mattress, the warranty on the World Class mattresses were a year prorated warrantyMeaning that she would get full replacement on her mattress for the first years and then it would be prorated for the next years thereafterSince that time Simmons the manufacture changed their warranty to straight years with no proration.We contacted the client and let her know that she was approved to get a new mattress, but we wanted her to come in and make sure she was satisfied with the New upgraded World Class replacement as far as firmnesses etcAt that time she chose one and we ordered it and we did let here know that she would receive a new full year warranty, not since the mattress was years oldShe questioned me on this and I told her that Simmons changed their warranty not Christian's Mattress Xpress, we are only the retailer, not the manufactureWe ordered here the new replacement and the mattress came into our warehouse, we then called her to set up the exchange and she told our warehouse assistant manager, Jason, that she didn’t want it after a || This was the last time we at Christian's Matt ress Xpress had talked to our client.When I received the letter from the Revdex.com, I immediately reached out to the client on Saturday Apri f 2nd, and this is when she shared her frustrations about the remaining warranty on her mattressAt this time she had called Simmons and received a couple of different answers and no call backcontinued to let her know that this is not Christians Mattress Xpress's call but Simmons the manufactureI told her that I would reach out to Simmons and see what they could do, and that I would reach out to her the following week.I did reach out to our Regional Simmons Manager, I went over the situation and he said he would get back to usHe did get back to me Sunday evening and wrote me a letter for our client that Simmons would honor their original warranty, which is not normal.I called our client on Monday April 4" and left message with the good newsNo call backI again reached out on Thursday April 7" and still I No call backI am sending you a copy of the letter from SimmonsPlease set me know if we can be of further service.Sincerely,R** ***, President

Complaint:
I am rejecting this response because:
Regards,
B*** ***

I did receive one call from a R** at Christian Mattress All he did was yell at me for contacting Revdex.com He was extremly rued and upset me a lot I have recently had Heart surgery, and could not handle the yelling I was not told of any changes to me regarding year warranty vs year they now want to give me I have not clue as to where I am now regarding this mattress I called the manufacturer and talked with a L*** on 03/17/at ###-###-#### and was told that the warranty was between the owner where I purchased the mattress and not with the manufacturer I told the owner at Christian Mattress what she said This situation has been going on now for months, and the only time I have been able to hear back from Christian Mattress which I have called many times

I spoke to the Simmons Regional Sales Manager, R*** **, and he said he would honor the original warranty of years and that MrsS*** would have here remaining warranty of years on her new warranty exchange model.I have personally left two messages for MrsS*** One on Monday April 4th and a second message on Thursday April 7thAnd still have not had a call back.When I did contact MrsS***, I did tell her that I was disappointed for her to reach out to the Revdex.com and not call us directlyShe said she had called several timesI shared with her that our sales team is very good about giving me messages and that I was surprised that I had never received a one from herI did share with her that we have been in business since and we have never had a Revdex.com complaint and that we work very hard to take care of all our clients.I am sending you the copy of the letter from MrR*** **.All I need to resolve this issue is a call from MrsS*** to snake sure she is fine with the terms.Thank YouR** ***, PresidentDear MsS*** ??"We are sorry to hear that the mattress that you have purchased from Christian's Mattress Xpress failed you within yearsAfter consideration with the warranty situation, we wanted to honor the remaining year warranty on the mattress.Please speak with Ron to get a replacement mattress at one of his several locations.We thank you for your businessR*** **

I did receive one call from a R** at Christian Mattress. All he did was yell at me for contacting Revdex.com. He was extremly rued and upset me a lot. I have recently had Heart surgery, and could not handle the yelling. I was not told of any changes to me regarding 25 year warranty vs 10 year they now want to give me. I have not clue as to where I am now regarding this mattress. I called the manufacturer and talked with a L[redacted] on 03/17/16 at ###-###-#### and was told that the warranty was between the owner where I purchased the mattress and not with the manufacturer. I told the owner at Christian Mattress what she said. This situation has been going on now for months, and the only time I have been able to hear back from Christian Mattress which I have called many times.

I spoke to the Simmons Regional Sales Manager, R[redacted], and he said he would honor the original warranty of 25 years and that Mrs. S[redacted] would have here remaining warranty of 23 years on her new warranty exchange model.I have personally left two messages for Mrs. S[redacted] . One on Monday April 4th and a second message on Thursday April 7th. And still have not had a call back.When I did contact Mrs. S[redacted], I did tell her that I was disappointed for her to reach out to the Revdex.com and not call us directly. She said she had called several times. I shared with her that our sales team is very good about giving me messages and that I was surprised that I had never received a one from her. I did share with her that we have been in business since 1992 and we have never had a Revdex.com complaint and that we work very hard to take care of all our clients.I am sending you the copy of the letter from Mr. R[redacted].All I need to resolve this issue is a call from Mrs. S[redacted] to snake sure she is fine with the terms.Thank YouR[redacted], PresidentDear Ms. S[redacted] –We are sorry to hear that the mattress that you have purchased from Christian's Mattress Xpress failed you within 2 years. After consideration with the warranty situation, we wanted to honor the remaining 23 year warranty on the mattress.Please speak with Ron to get a replacement mattress at one of his several locations.We thank you for your business. R[redacted]