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
SOLSTICE did indeed have a rep to call me NOTHING was offered! She was rude, constantly interrupting me with the repeated phrase "we have done all we are going to do Mrs [redacted] " I have had three of these mattresses, each worse than the first My health was suffering greatly as I awoke every morning to an indescribable agony and unable to walk The mattresses all became lumpy and twisted almost immediately! No one should become crippled as a result of a poorly made cheap mattress! I purchased a new tempurpedic because I'm not willing to gamble with my health any longer I love my new mattresses which are holding up beautifully! SOLSTICE should be ashamed of the garbage they are selling! They obviously don't care at ALL about their customers! They don't respond to mail, email, faxes or phone calls I was passed off to a warranty rep who acted more like a debt collector than someone who cared about human beings who have suffered because of shoddy workmanship of their mattresses! I requested then and request now a FULL AND COMPLETE REFUND! The mattresses and bases ARE under warranty and SOLSTICE is the distributor in this area for the Leggett and Platt bases!
Mrs [redacted] , I am not sure why you would "reject" the response, because if you want to get your bed replaced, the process is to go back to the store you purchased it from As I mentioned previously, they have the authority to handle all warrantiesYou shouldn't have contacted us in the first place, as the store is the one that will take care of any issues you may have Only if the store is no longer in business would you then come to us as manufacturer Please contact the store and tell them what is going on, and I'm sure they will help you.Jim M [redacted]
Dear Mrs [redacted] ,We are sorry that you are having an issue with? one of our? mattresses.? We certainly stand behind our product and ask that you return to the location you purchased the mattress from to get your warranty honored.? The seller has the authority to replace any mattress they deem defective, and that should have been explained by them when you purchased the product.? There is no need to contact us unless the seller is not willing to help you with your warranty.We trust this will resolve the issue, but if it does not, please feel free to contact us again
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 19thThanks,
As I said previously, any warranty type questions should be directed to the store where you purchased your mattress They have full a***ority to replace anything that may be deemed defective.Indicating that you want a "firmer" mattress is not part of the equation though, as the warranty is not for "comfort" issues, only for defective mattresses.Please go back to the store and speak with them It seems like they have already replaced it once, so for it to have had a second problem, is extremely odd, that is why I questioned whether or not it had proper support Does the box (foundation) that goes directly under the mattress have a depression as well? if the box is bad, the mattress will follow the contour of the box, just a thought
This is the first message I have received from you or Solstice so not sure why it is closed.? The person Brenda R [redacted] 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
Mrs [redacted] , I am not sure why you would "reject" the response, because if you want to get your bed replaced, the process is to go back? to the store you purchased it from.? As? I mentioned previously, they have the authority to handle all warranties.? You shouldn't have contacted us in the first place, as the store is the one that will take care of any issues you may have.? Only if the store is no longer in business would you then come to us as manufacturer.? Please contact the store and tell them what is going on, and I'm sure they will help you.Jim M [redacted]
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
Dear Ms [redacted] ,We are sorry that you have had troubles with the box component of your mattress set.? We very rarely have an issue with the wood breaking, but it does happen if a knot is in the wrong place, etc.? In either case, the fact that you have had two such instances is very unusual, but we certainly intent to make sure that you get a replacement foundation to correct the situation.The store that you purchased from has full authority to handle all warranty claims and they should not have told you to contact us, but since you did, I have sent the information to our Sales Rep that services that store to make sure your situation is resolved.? If you do not hear from? someone within the next day or so, please feel free to contact me directly, at ###-###-#### so that I can follow up and make sure this gets taken care of quickly.Again, we are sorry that you have had an issue with our product, we will get it resolved.? [redacted] ,Controller
Ms [redacted] ,Have you contacted American Freight? They are supposed to handle any type of warranties on any of our products sold through them at that store We are very sorry that this occurred, as obviously there is a defect in that ticking on the top of the bed It is certainly not supposed to pull out like that I have not heard of any other of the mattresses doing that, and I will alert our Production Manager of this issue American Freight may want to see a picture of what it is doing to validate the claim, if you could have that ready please.One other note, I don't know why someone didn't get back to you from the website contact While we very rarely have anyone contact us that way, it still should work I will look into that, thank you for letting us know it didn't go through.Again, please contact the store that you purchased it from If they do not give you any satisfaction, please let me know My direct line is [redacted] in Columbus OH.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
As I said previously, any warranty type questions should be directed to the store where you purchased your mattress.? They have full a***ority to replace anything that may be deemed defective.Indicating that you want a "firmer" mattress is not part of the equation though, as the warranty is not for "comfort" issues, only for defective mattresses.Please go back to the store and speak with them.? It seems like they have already replaced it once, so for it to have had a second problem, is extremely odd, that is why I questioned whether or not it had proper support.? Does the box (foundation) that goes directly under the mattress have a depression as well?? if the box is bad, the mattress will follow the contour of the box, just a thought
Dear Mrs [redacted] ,We are sorry that you are having an issue with one of our mattresses We certainly stand behind our product and ask that you return to the location you purchased the mattress from to get your warranty honored The seller has the authority to replace any mattress they deem defective, and that should have been explained by them when you purchased the product There is no need to contact us unless the seller is not willing to help you with your warranty.We trust this will resolve the issue, but if it does not, please feel free to contact us again
SOLSTICE did indeed have a rep to call me.? NOTHING was offered!? She was rude, constantly interrupting me with the repeated phrase "we have done all we are going to do Mrs [redacted] ".? I have had three of these mattresses, each worse than the first.? My health was suffering greatly as I awoke every morning to an indescribable agony and unable to walk.? The mattresses all became lumpy and twisted almost immediately!? No one should become crippled as a result of a poorly made cheap mattress!? I purchased a new tempurpedic because I'm not willing to gamble with my health any longer.? I love my new mattresses which are holding up beautifully!? SOLSTICE should be ashamed of the garbage they are selling!? They obviously don't care at ALL about their customers!? They don't respond to mail, email, faxes or phone calls.? I was passed off to a warranty rep who acted more like a debt collector than someone who cared about human beings who have suffered because of shoddy workmanship of their mattresses!? I requested then and request now a FULL AND COMPLETE REFUND!? The mattresses and bases ARE under warranty and SOLSTICE is the distributor in this area for the Leggett and Platt bases!?
[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 [redacted] and find the resolution is satisfactory to me
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
SOLSTICE did indeed have a rep to call me NOTHING was offered! She was rude, constantly interrupting me with the repeated phrase "we have done all we are going to do Mrs [redacted] " I have had three of these mattresses, each worse than the first My health was suffering greatly as I awoke every morning to an indescribable agony and unable to walk The mattresses all became lumpy and twisted almost immediately! No one should become crippled as a result of a poorly made cheap mattress! I purchased a new tempurpedic because I'm not willing to gamble with my health any longer I love my new mattresses which are holding up beautifully! SOLSTICE should be ashamed of the garbage they are selling! They obviously don't care at ALL about their customers! They don't respond to mail, email, faxes or phone calls I was passed off to a warranty rep who acted more like a debt collector than someone who cared about human beings who have suffered because of shoddy workmanship of their mattresses! I requested then and request now a FULL AND COMPLETE REFUND! The mattresses and bases ARE under warranty and SOLSTICE is the distributor in this area for the Leggett and Platt bases!
Mrs [redacted] , I am not sure why you would "reject" the response, because if you want to get your bed replaced, the process is to go back to the store you purchased it from As I mentioned previously, they have the authority to handle all warrantiesYou shouldn't have contacted us in the first place, as the store is the one that will take care of any issues you may have Only if the store is no longer in business would you then come to us as manufacturer Please contact the store and tell them what is going on, and I'm sure they will help you.Jim M [redacted]
Dear Mrs [redacted] ,We are sorry that you are having an issue with? one of our? mattresses.? We certainly stand behind our product and ask that you return to the location you purchased the mattress from to get your warranty honored.? The seller has the authority to replace any mattress they deem defective, and that should have been explained by them when you purchased the product.? There is no need to contact us unless the seller is not willing to help you with your warranty.We trust this will resolve the issue, but if it does not, please feel free to contact us again
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 19thThanks,
As I said previously, any warranty type questions should be directed to the store where you purchased your mattress They have full a***ority to replace anything that may be deemed defective.Indicating that you want a "firmer" mattress is not part of the equation though, as the warranty is not for "comfort" issues, only for defective mattresses.Please go back to the store and speak with them It seems like they have already replaced it once, so for it to have had a second problem, is extremely odd, that is why I questioned whether or not it had proper support Does the box (foundation) that goes directly under the mattress have a depression as well? if the box is bad, the mattress will follow the contour of the box, just a thought
This is the first message I have received from you or Solstice so not sure why it is closed.? The person Brenda R [redacted] 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
Mrs [redacted] , I am not sure why you would "reject" the response, because if you want to get your bed replaced, the process is to go back? to the store you purchased it from.? As? I mentioned previously, they have the authority to handle all warranties.? You shouldn't have contacted us in the first place, as the store is the one that will take care of any issues you may have.? Only if the store is no longer in business would you then come to us as manufacturer.? Please contact the store and tell them what is going on, and I'm sure they will help you.Jim M [redacted]
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
Dear Ms [redacted] ,We are sorry that you have had troubles with the box component of your mattress set.? We very rarely have an issue with the wood breaking, but it does happen if a knot is in the wrong place, etc.? In either case, the fact that you have had two such instances is very unusual, but we certainly intent to make sure that you get a replacement foundation to correct the situation.The store that you purchased from has full authority to handle all warranty claims and they should not have told you to contact us, but since you did, I have sent the information to our Sales Rep that services that store to make sure your situation is resolved.? If you do not hear from? someone within the next day or so, please feel free to contact me directly, at ###-###-#### so that I can follow up and make sure this gets taken care of quickly.Again, we are sorry that you have had an issue with our product, we will get it resolved.? [redacted] ,Controller
Ms [redacted] ,Have you contacted American Freight? They are supposed to handle any type of warranties on any of our products sold through them at that store We are very sorry that this occurred, as obviously there is a defect in that ticking on the top of the bed It is certainly not supposed to pull out like that I have not heard of any other of the mattresses doing that, and I will alert our Production Manager of this issue American Freight may want to see a picture of what it is doing to validate the claim, if you could have that ready please.One other note, I don't know why someone didn't get back to you from the website contact While we very rarely have anyone contact us that way, it still should work I will look into that, thank you for letting us know it didn't go through.Again, please contact the store that you purchased it from If they do not give you any satisfaction, please let me know My direct line is [redacted] in Columbus OH.Controller
Manufacturer never contacted me
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
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
As I said previously, any warranty type questions should be directed to the store where you purchased your mattress.? They have full a***ority to replace anything that may be deemed defective.Indicating that you want a "firmer" mattress is not part of the equation though, as the warranty is not for "comfort" issues, only for defective mattresses.Please go back to the store and speak with them.? It seems like they have already replaced it once, so for it to have had a second problem, is extremely odd, that is why I questioned whether or not it had proper support.? Does the box (foundation) that goes directly under the mattress have a depression as well?? if the box is bad, the mattress will follow the contour of the box, just a thought
Dear Mrs [redacted] ,We are sorry that you are having an issue with one of our mattresses We certainly stand behind our product and ask that you return to the location you purchased the mattress from to get your warranty honored The seller has the authority to replace any mattress they deem defective, and that should have been explained by them when you purchased the product There is no need to contact us unless the seller is not willing to help you with your warranty.We trust this will resolve the issue, but if it does not, please feel free to contact us again
SOLSTICE did indeed have a rep to call me.? NOTHING was offered!? She was rude, constantly interrupting me with the repeated phrase "we have done all we are going to do Mrs [redacted] ".? I have had three of these mattresses, each worse than the first.? My health was suffering greatly as I awoke every morning to an indescribable agony and unable to walk.? The mattresses all became lumpy and twisted almost immediately!? No one should become crippled as a result of a poorly made cheap mattress!? I purchased a new tempurpedic because I'm not willing to gamble with my health any longer.? I love my new mattresses which are holding up beautifully!? SOLSTICE should be ashamed of the garbage they are selling!? They obviously don't care at ALL about their customers!? They don't respond to mail, email, faxes or phone calls.? I was passed off to a warranty rep who acted more like a debt collector than someone who cared about human beings who have suffered because of shoddy workmanship of their mattresses!? I requested then and request now a FULL AND COMPLETE REFUND!? The mattresses and bases ARE under warranty and SOLSTICE is the distributor in this area for the Leggett and Platt bases!?
[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 [redacted] and find the resolution is satisfactory to me
I reviewed the response made by the business in reference to complaint ID [redacted] , and find the resolution is satisfactory to me