Solstice Sleep Products, Inc

America Freight does not warranty any of your productsIt clearly states that in the paperwork and says that all defective issues should be taken up with the manufacturerI don't understand why it's an issues with American Freight since they're not the ones who actually manufactured itIt's clearly poor craftsmanship on the manufacturers behalf.

We are sorry to hear you are having an issue with one of our products. I'm looking into what other store in your area carries our products and will get you the contact information so that you can get your foundation replaced as soon as possible.I would also like to know who you have contacted
so that I may speak with them to find out why it has taken a month to get a resolution to you.Thank you for your patience,Jim M***Controller

Ms***,Again, I ask if you have contacted them as they have agreed to handle any type of issues that ever arise with any of our products. That is the process that needs to be followed through, as they are supposed to take care of it.Controller

I should have been contacted as soon as the first email was received. I will give my acceptance once this is all resolved to my satisfaction

This is the first message I have received from you or Solstice so not sure why it is closed. The person Brenda R*** whom sold this mattress to me said it was guarenteed, that is why I have tried to get it corrected. I have a new bedframe which has slates and the box springs also has slates so not sure what they are talking about. Brenda can/or returned the mattress to get another one in exchange. She is an outside sales person so not sure who she reports to. Please let me know when I would have received notices from you before since this is my first one. Thank you. Norma

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I reviewed the response made by the business in reference to complaint ID *** and find the resolution is satisfactory to me

From what I found out asking the parties involved from our side, one of our employees called Ms***, who insisted on a full refund. We offered to look at the mattress which she said was defective and replace it under warranty if it was defective. She was very nasty and hung up on our
employee who was trying to help her get the issue resolved. We acquired the assets of Jamison Bedding Company, which has gone out of business. We did not acquire the liabilities, but in this case tried to assist Ms *** by replacing her mattress. If in fact our replacement mattress had a defect, we are happy to replace it under our warranty, but she does not want anything but a full refund, which is pretty ridiculous given that there was another mattress and apparently two (?) bases involved as well, none of which Solstice sold.Again, we are happy to replace our mattress if in fact it is defective, but she would not accept that resolution. If she wants to replace the mattress, we would be willing to start that process. We do not give refunds for non-defective products, and per our warranty process will replace anything that is shown to have a defect. We offered her this resolution and she refused, just saying that she would sue us

I received a packet from the manufacturer with a ruler, string,
warranty informationThe letter said it had a questionare for me to fill out and return with pictures and measurementsWhen I called them to ask about the questionare they were rude told me to leave a message she was busy doing something more important and she would get back with me whenever she could Also in the packet was a transportation/delivery cost warranty coverageIt states that I will have to pay for the cost of having the mattresses shipped to me IF they decide to replace themI don't feel I should have to pay for the shipping it is there fault the mattresses have to be replaced in the first place They want me to send them my measurements to make sure that I am not to heavy and that is why they need replacement I think that is so rude and unnecessaryI will provide them with thatI am not overweight but that should not even have to be a factor

Consumer stated in phone call to Revdex.com that the matter has been resolved

Unfortunately, we don't know anything about this. I assume the sales rep is at the local store where she bought the mattress. The stores have the a***ority to replace anything that they find defective. This particular case, with two of the same mattresses showing a depression, is
odd, so I question if the box spring (foundation) is adequate or if the supporting frame of the bed is adequate. Especially on a twin mattress, depressions in the middle are rare, let alone two in a row. I would want to see pictures of the depression, the box, and the bed frame before I could do anything else. Really though, the complaint should go back to the store that originally sold the mattress

Unfortunately, we don't know anything about this. I assume the sales rep is at the local store where she bought the mattress. The stores have the a***ority to replace anything that they find defective. This particular case, with two of the same mattresses showing a depression, is
odd, so I question if the box spring (foundation) is adequate or if the supporting frame of the bed is adequate. Especially on a twin mattress, depressions in the middle are rare, let alone two in a row. I would want to see pictures of the depression, the box, and the bed frame before I could do anything else. Really though, the complaint should go back to the store that originally sold the mattress

Manufacturer never contacted me

I am trying to respond to Complain ID ***, but we are unable to find our password Can you help with that process? We thought that it was registered to email address [email protected] I have been unable to reset our password. Thanks,

Ms***,Again, I ask if you have contacted them as they have agreed to handle any type of issues that ever arise with any of our products. That is the process that needs to be followed through, as they are supposed to take care of it.Controller

Our warranty department will reach out to you today. Our retailers do typically facilitate the warranty process, but in this case we will handle this process. I apologize for the delays.

From what I found out asking the parties involved from our side, one of our employees called Ms***, who insisted on a full refund. We offered to look at the mattress which she said was defective and replace it under warranty if it was defective. She was very nasty and hung up on our
employee who was trying to help her get the issue resolved. We acquired the assets of Jamison Bedding Company, which has gone out of business. We did not acquire the liabilities, but in this case tried to assist Ms *** by replacing her mattress. If in fact our replacement mattress had a defect, we are happy to replace it under our warranty, but she does not want anything but a full refund, which is pretty ridiculous given that there was another mattress and apparently two (?) bases involved as well, none of which Solstice sold.Again, we are happy to replace our mattress if in fact it is defective, but she would not accept that resolution. If she wants to replace the mattress, we would be willing to start that process. We do not give refunds for non-defective products, and per our warranty process will replace anything that is shown to have a defect. We offered her this resolution and she refused, just saying that she would sue us

We have contacted the customer and are going to replace the foundation at no charge. We are currently are arranging the freight and the expected delivery date is the week of October 19th. Thanks,

I am trying to respond to Complain ID ***, but we are unable to find our password Can you help with that process? We thought that it was registered to email address [email protected] I have been unable to reset our password. Thanks,

Consumer stated in phone call to Revdex.com that the matter has been resolved