Sound Sleep Products Inc

To Whom It May Concern: OnJune 22, 2015, we received a request for a warranty claim form from ***. We promptly sent that out toher via email. On June 24, 2015, wereceived an email back with the requested information. We processed and approved this claim on June25,
2015. Thiswas for a bed purchased from *** *** in Fairbanks AlaskaWe thenrealized the consumer no longer resided in Alaska and had moved to IdahoOurwarranty does not cover freight, as a courtesy to the consumers we ship themattress to the original place of purchaseBecause we wanted to help Mrs.*** we searched our customers to find a store that was close to the areashe moved to that would be willing to accept delivery of a new bed for someonewho was not one of their customersWe found a store in Coeur D’Alene Idahothat would help us. We then contacted*** with the information At that time she sent us some photos of her bedthat would have been reason to deny the claim as the bed had several rips andtears that were not due to a factory defect. We approved the claim anyway, and told her that since she had moved toanother state and that the store was doing us a favor by allowing us to sendthem the replacement, that she could keep her old bed, as well as pick up thenew one. Wehad a new bed built for her that is the exact model of the bed she opened thewarranty claim for, the bed then shipped to the store. The store contacted *** when the bedarrived so she could arrange to pick it up. When she arrived at the store that was handling the replacement as afavor, she caused a scene in the showroom, in front of other customersShe refusedthe bed. Wespoke with her on several occasions and offered her the brand new bed again,still without having to return the oldShe refused repeatedlyWe then offeredher compensation of $100.00. She chooseneither option We went above and beyond what our warrantycovers in the effort to handle her claimShe was in turn was verbally abusiveto our staff and the store who had accepted delivery of the bed in the firstplaceWhen she threatened to take us to court we told her if that was herchoice we would see her thereHerhusband then called and threatened to write bad reviews, and that he has a blogand would write about our company, he then asked for $We told him we hadsent them a replacement mattress, and if they did not want it there was nothingmore we were willing to do. It is unfortunate that they are unhappy withour product, but feel we upheld our warranty and represented our company withrespect and dignity. Please feel free tocontact us with any questionsWe have any and all of the supporting paperworkfor this claim. Sincerely,Raymee D***

Complaint: [redacted]I am rejecting this response because:
Thank you so mach for trying resolve the issue. this case Is a Little complicated  .The history goes back in 2010.   We bought a mattress from Mattress Ranch, It was Outlast bamboo king size mattress,(no  coil) We paid $1,800 dollars,After 16 month The mattress started sinking,The company took the claim and we return the mattress to the store,Then store called us to come and get The replacement the company  sent to us,We found out that they sent a  totally different coil mattress.,That was not suitable  for us and almost $500. chipper, then the company said take or leave it.We took the mattress,nobody return to us price difference.Now that replacement mattress sinking badly, caving in,making it not possible to sleep on .When we'd  call to the company,  And make the claim -they accepted The claim but  didn't  wanted to cooperate with the replacement,I.e. nobody tried  to listen  to the our Complaint .After couple ridiculous massages . They sent to us The  same coil mattress as we had before. Then my husband lost his cool and  ask money return.so,we would like the settle the deal,and put the issue behind. sincerely  .[redacted]Sincerely,[redacted]

A warranty indicates a defect. In order to determine if the mattresses is defective we request pictures, with a measurement (our claim form gives examples of how to measure using a ruler or tape measure). The consumer sent us pictures with a pencil eraser as a measurement. With the information sent...

to us we were not able to determine if there is a defect.
The consumer was given the opportunity to re-submit the required pictures, as we did not yet deny the warranty, however we have not had any further communication from her.