Southwest Hose, Inc.

Dear Ms***: I am in receipt of your letter dated 8/19/regarding Mrs*** * ***. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their qualityOn those few occasions when a situation does arise, we
do our best to resolve any issues and strive for the win - win solutionThese efforts have allowed us to maintain our A+ rating with the Revdex.com. We have thoroughly reviewed all documentation regarding our correspondence with Mrs*** since her initial purchase on January 30, and we feel that we have been more than fair in this situation. As Mrs*** stated, they came to our store multiple times and worked with two of our sales associates: *** *** and *** ***, both of whom are well versed in talking to our customers about mattress care, our comfort exchange policy and return policyThese items are pointed out in our warranty card at time of purchaseWe also talk about many other potential issues such as center support in the frame system, height of the bed (whether low profile box springs may be necessary), how and when to flip and rotate our mattresses, etc. When Tim M*** and *** *** went to Mrs***'s house they measured body impression of less than a quarter of an inchThe mattress looked newA warranty claim can be made when the body impression is over one and one half inches per the warranty bookletThe only question that Tim and Willie were asked was if the wear on the mattress looked normalThey told her that it did look normal and then explained that the mattress could be picked up and brought back to the factory to be opened and each material would be inspected to ensure that there were no defects and that the materials and construction were correctThe customer is also welcome to be present when we do thisThe customer was also told briefly about the comfort policy and that we don't want our customers to be stuck with a mattress that they don't like. When the customer called back and talked to David C*** the warranty policy and comfort policy were reviewed again The customer was told that a body impression will occur with any mattress that has this much paddingMs*** was also told that we would be happy to inspect the mattress with her here so that if there is a defect it could be fixedHowever, if it is a impression that changing the padding would be a short term fix and a contouring of the materials will occur again. David also told *** about the comfort policy in which *** may select another mattress and pay just 25% of the lower priced mattress plus the price difference for a more expensive modelOne mattress that is similar to the one she has but a little less padding cost $With this policy there would be a charge of $With tax and delivery (if necessary) this would total $This policy was reinforced since the customer made comment about getting rid of this mattress and buying another somewhere elseKnowing the lack of quality in the marketplace and the frequent occurrence of body impressions in the industry the comfort policy was presented as a great optionIt was also mentioned that this model does not have a history of defects and that it has been in production for over ten years. For the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materialsTherefore, we do not accept returns or exchanges on upholstered bedding products including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectorsThis position is clearly stated on signs displayed on our sales desks, in the warranty card, on our website and on the back of the invoice the customer received at the time of purchaseCopies of the sign, back of invoice and warranty card are enclosed for your reference. One of the key functions of an Original Mattress Factory retail showroom is to allow customers to try out different mattresses in order to decide which mattress is suitable for their personal comfort needs. The products we sell are built to the same product specifications and comfort levels as the products on display in the showroomWe encourage all customers to try out the mattresses in person since we do not accept returns or exchanges and because comfort is an individual preference. We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our businessWe have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to be unethical with our customers as was referenced in the letterThe Original Mattress Factory works hard, and incurs additional costs versus other retailers, to replace our floor models at regular intervals around roughly 6-months to ensure that they are well presentedWe follow strict guidelines in the production of our products and as demonstrated to Ms*** are willing to stand behind our product to demonstrate that everything is in order. We feel that we have provided several options in an effort to resolve this issue for Ms***. If you need any further information please do not hesitate to contact me. Sincerely, Tim M***, V.P. David C***, V.P.

Revdex.com spoke with the businessThis was resolved with the customer directly

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business
in reference to complaint ID ***, and find that this resolution would be satisfactory to meI *** wait for the business to perform this action and, if it does, *** consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***
The customer confirmed that this was been resolved fully on the part of the business

Revdex.com spoke with the businessAt this time the customer's complaint has been resolved directly with the customer