Sit 'n Sleep

We received a letter recently filed by one of our customersI am not responding in time because the letter was sent by mail to our store in Upland who then forwarded the letter to us at the corporate office Customer [redacted] filed the complaint about a pending warranty claim that has since been resolvedHe was asking for a replacement boxspring which we have providedThe only thing mentioned in his complaint that I need to correct is that he only has a year warranty from the original date of purchase, not a year warranty If there are any further questions or complaints, they can be sent to us via email at [redacted] @sitnsleep.com

Customer did have a ten year limited manufacturer's warranty, however, based on the results of the inspection that took place on 01/24/17, we are unable to obtain an authorization from [redacted] to replace the mattressThe customer's mattress is heavily stained and soiledPer the manufacturer's warranty coverage, any stains or soils void the warrantyUnfortunately, we are unable to offer any options other than a discount on the purchase of a new mattressI have attached pictures of the customer's mattress

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 11752444, and find that this resolution is satisfactory to me.

I am rejecting this response because:
Unfortunately, because of the three previous defective mattresses we've received from Sit and Sleep, we cannot accept their offerWe appreciate their response (which took over weeks), but we feel we'd be taking a risk by accepting another mattress from them, even if they assured us a 4th mattress would be non-defective We were assured a new, non defective mattress from them not once or twice, but three timesHow is this any different? We have no confidence in them at this pointWe ask that they make an exception and provide us with a refund

Customer did have a ten year limited manufacturer's warranty, however, based on the results of the inspection that took place on 01/24/17, we are unable to obtain an authorization from *** to replace the mattressThe customer's mattress is heavily stained and soiledPer the manufacturer's
warranty coverage, any stains or soils void the warrantyUnfortunately, we are unable to offer any options other than a discount on the purchase of a new mattressI have attached pictures of the customer's mattress

Will address it accordingly with those that care about a customer experience, in this case, one of a senior citizenThis was clearly all a sales tactic to try to have to pay additional for a mattress that is not what it says it is and on top of that, a bed, which was delivered with multiple defects and later than promised

Initial Business Response /* (1000, 5, 2016/02/09) */
We have offered Mr*** some options in an attempt to reach an acceptable solution for himAs soon as he confirms he has corrected the issues we discussed, we will offer a reinspection of his mattress set to try to obtain and authorization for
replacement
Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have reviewed the account informationWe do apologize that we have not delivered a mattress that is in satisfactory conditionWe are confident the mattresses are not usedThe law tag confirms the date they were manufacturedWe have pictures on file of the the first replacement mattress we
delivered, which had dirt markings on the bottom panelIt appears to have been mishandled & damaged by the delivery team that completed the exchangeWe sincerely apologize for thisAccording to the notes, the issue was addressed with our delivery department and hence, the mattress was exchanged(Pictures attached) If the new mattress we delivered after that, is not measuring correctly, we are happy to assist the customer with a new warranty claim with the manufacturer, SherwoodWe will do anything we can do to try to resolve our customer's concerns but cannot offer a full refundThe last call on record occurred August 8th, in which the customer called in to request a full refundThat was not an option we were able to offer however, an exchange was offered. We are willing to stand by that offer of an exchange of both the mattress and boxsprings and customer can reselect a different brand if he wishesThe account will be notedHe may contact us at ###-###-#### to discuss this option

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11752444, and find that this resolution is satisfactory to me

We are really sorry the customer's experience wasn't a positive one but now that the product has been delivered and set up, we will not approve a refund. At this point, we are only able to offer an apology for the experience

We are sorry to hear about customer's dissatisfaction with our companyAccording to the store manager of our Agoura Hills location, he attempted to reach the customer but was not able to get throughCustomer has never contacted us to officially cancel the order and request a refund of his money
We have now canceled the order and submitted a request for the refund to be processedThe full refund in the amount of$will be processed back to the original method of payment within the next to business days

We apologize if customer is not happy with the experienceI spoke to customer's daughter on 10/11/to address her concerns and confirm the date of exchange for 10/28/and she did not mention she would need delivery by a specific timeOur delivery department scheduled the delivery between 1pm
and 4pm and she called the morning of to let us know she needed it to happen by noon, which was difficult to accommodate at that point and timeOur records indicate, the delivery team arrived before the assigned time frame and completed the delivery by 12:15pmIt was accepted and signed forWe will not return to pick up the furniture that was installed and accepted or approve a full refundWe believe we have fulfilled our obligations with this customerThe exchange of the furniture was approved and processed in response to a previous complaint she had filed with the Revdex.comWe have made several exceptions to our standard policy in order to try to appease this customer

Initial Business Response /* (1000, 11, 2015/08/14) */
We offered a discount on a new selection and offered an exchange
Initial Consumer Rebuttal /* (2000, 13, 2015/08/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the business response they have
provided a different mattress at an additional charge

Customer's mattress set is not properly supported by bed frameWe are unable to offer a replacement for the mattress set but are glad to offer a heavy duty bed frame that will provide adequate support to the mattress setThe new frame should improve the performance of the mattress set
significantlyCustomer may call us to set up delivery and set up of the bed frame

We received a letter recently filed by one of our customersI am not responding in time because the letter was sent by mail to our store in Upland who then forwarded the letter to us at the corporate office Customer *** *** filed the complaint about a pending warranty claim that has
since been resolvedHe was asking for a replacement boxspring which we have providedThe only thing mentioned in his complaint that I need to correct is that he only has a year warranty from the original date of purchase, not a year warranty If there are any further questions or complaints, they can be sent to us via email at ***@sitnsleep.com