To whom it may concern, We resolved the consumer complaint prior to receiving this complaint notificationThe consumer [redacted] did reply to me that he was satisfied with the new mattress we sent him on Tuesday Nov 24th We stand behind all that we make and our factory warranty is upheldThe transportation costs were absorbed by our company even though its not included in the warrantyThis courtesy is a good way for us to say Thank You for your business! In closing, this claim was resolved based on the prevailing circumstances and appearance of product failure although not diagnosed
Complaint: [redacted] I am rejecting this response because:When I spoke the Mr [redacted] he was more concerned about the complaint filed with the Revdex.com, not the customerI have provided all pertinent information that was asked of me including pictures that clearly show product failure greater than 2"Yet they still insist that I ship it to their company at my expense of at least $No where was I told or it was written that I would be responsible for incurring that expense for the warranty to be coveredI believe that the manufacturer should make this right according to there own product failure policy which is: product failure is an indentation greater than 2" Regards, [redacted]
[redacted] I am rejecting this response because: How would I dare transport a king size mattress on my own for startersSecondly, how would they supply a loaner mattress? A used mattress? Isn't that illegal in the USA?This is an unacceptable responseI am demanding a full refund of my mattress purchase since this merchant is refusing to come to home, as the repair and exchange the mattress under the year warranty that we purchased.This is UNACCEPTABLE as they are making it impossible for me.This company is not a top rated company at all
The consumers mattress will be repaired or replaced at the factory discretion.We do offer loaner mattress for the consumer to use while the claim determination is being processedTransportation is the consumer responsibility and we do help with the facilitating this exclusionWe do offer upgrades to premium styled memory foam sleep products as part of our warranty service
The new box spring for [redacted] was shipped to [redacted] VAon January 8th The full XL foundation should have been picked up by the consumerBased on the circumstances we decided to replace the foundation although product failure wasn't diagnosed by our QC DeptThe warranty guidelines do not include any kind of refund because we didn't sell the set to the consumerI'm very honored to be in service to all of our consumers across the countryWe have closed this case here because the foundation was shipped as agreedPlease advise with confirmation of our resolution to [redacted] claim
As I had stated in my original complaint, NO effort was being made to even maintain contact with meThe last time I spoke with Mr [redacted] , he said he was going to "contact their rep in the area and see where I can take the mattress" and told me to call back the following Tuesday, which I did but got no answerI then sent a few more emails which also went unanswered which prompted this complaint.During the few conversations/email, there was NO mention of MY having to bring the mattress to their facilityI told Mr [redacted] that I was having surgery and was trying to get the mattress replaced BEFORE hand so I wouldn't be so terribly uncomfortable while recoveringAnd as far as his "wear and tear after years" comment, the mattress was actually not even used for an entire year and I can NOT see an impression THAT size being caused by a single 130lb personAs previously stated, I was offered this and that and there was NO follow throughAt this point, I don't want to be bothered with this company and would like a refund so I can replace this mattress because obviously it's bad and the company is NOT making any effort to correct the problemThere's no way they could be considering I can't even get emails/messages returnedThis was a pretty expensive mattress when purchased in I can't remember the exact dollar amount but it was between $450-$600, I am the ONLY person who has been sleeping in it and it wasn't even used for a year e
As of last week(Feb 25th 2016) this claim is resolved as the [redacted] decided to upgrade to a premium styled memory foam sleep product as part of customer serviceThe customer is completely satisfied and will receive their new mattress within days
To date, we have not received a
receipt for our upgrade purchase nor any confirmation that our order has been placed. We will consider this claim resolved and will be completely satisfied once we have received our mattressI do not agree with the resolution of this claim until the mattress has been successfully delivered to us
I do apologize for the lack of a timely response to this matterOur company stands behind all that we manufacture and our efforts to accomplish our outstandingThe warranty does include repair or replacement of a consumer mattress at the factiry discretionThe consumer may bring there
mattress here in order for a speedy resolution to the claimThe other option is to arrange for transportation to and from the factory which is the consumner responsibilityWe do assist with transportation option and provide a loaner while the mattress is being diagnosedThe options for claim resolution are clear and we do exactly what we say we're going to do! The factory is located in North Brunswick NJ and our hours of factory operation for warranty work are 10;00am to 3;00pm by appointment onlyThank You
We've agreed to repair or replace the mattress at the factory discretionUnder our warranty guidelines this action is taken to offer the consumer the ability to have there mattress repaired or replaced at the factory discretionWe are more than happy to stand behind our product and keep our
customers satisfied with our productAlthough the depression appears to be after five years we are still willing to look at it to see if any problem may existThe company helps our consumer with transportation however Transportation is the consumer responsibility and I always make our loyal consumers aware. We will repair or replace any mattress we make at the factory discretion. Ken *** ***
Regarding this warranty claim we always present a few different options to make it easier for the consumerTransportation in the mattress industry is not included in the warranty resolutionWe offer a upgrade to alleviate the expense of transportation and are fair about helpingThe consumer
is welcome to call me at ###-###-####next Thursday the 19th to resolve claim
This complaint was brought to my attention on July 30, 2015 a few days before the complaint was filed on August 5th. We stand behind all that we make and look forward to resolution of claims that are filed within our office. The process normally takes two to four weeks for...
determination as long as all the required documents are complete and returned to our office. The law tag seems to be missing from this file and I'm hoping the law tag is able to be presented to us. The law tag is sewn into the border of the bed at the head of the bed on every bed that leaves the factory. In the meantime I spoke with [redacted] on the 7th of August and assisted her with answers to all of her questions and offered options for her in order to resolve this claim. The company stands behind all that we manufacture and addresses each and every claim in a timely fashion.
As I had stated in my original complaint, NO effort was being made to even maintain contact with me. The last time I spoke with Mr [redacted], he said he was going to "contact their rep in the area and see where I can take the mattress" and told me to call back the following Tuesday, which I did but got no answer. I then sent a few more emails which also went unanswered which prompted this complaint.During the few conversations/email, there was NO mention of MY having to bring the mattress to their facility. I told Mr [redacted] that I was having surgery and was trying to get the mattress replaced BEFORE hand so I wouldn't be so terribly uncomfortable while recovering. And as far as his "normal wear and tear after 5 years" comment, the mattress was actually not even used for an entire year and I can NOT see an impression THAT size being caused by a single 130lb person. As previously stated, I was offered this and that and there was NO follow through. At this point, I don't want to be bothered with this company and would like a refund so I can replace this mattress because obviously it's bad and the company is NOT making any effort to correct the problem. There's no way they could be considering I can't even get emails/messages returned. This was a pretty expensive mattress when purchased in 2010. I can't remember the exact dollar amount but it was between $450-$600, I am the ONLY person who has been sleeping in it and it wasn't even used for a year.
e
To whom it may concern, We resolved the consumer complaint prior to receiving this complaint notification. The consumer [redacted] did reply to me that he was satisfied with the new mattress we sent him on Tuesday Nov 24th 2015. We stand behind all that we make and our...
factory warranty is upheld. The transportation costs were absorbed by our company even though its not included in the warranty. This courtesy is a good way for us to say Thank You for your business! In closing, this claim was resolved based on the prevailing circumstances and appearance of product failure although not diagnosed.
As of last week(Feb 25th 2016) this claim is resolved as the [redacted] decided to upgrade to a premium styled memory foam sleep product as part of customer service. The customer is completely satisfied and will receive their new mattress within 10 days.
The consumers mattress will be repaired or replaced at the factory discretion.We do offer loaner mattress for the consumer to use while the claim determination is being processed. Transportation is the consumer responsibility and we do help with the facilitating this exclusion. We do offer upgrades...
to premium styled memory foam sleep products as part of our warranty service.
The new box spring for [redacted] was shipped to [redacted] VA. on January 8th 2016. The full XL foundation should have been picked up by the consumer. Based on the circumstances we decided to replace the foundation although product failure wasn't...
diagnosed by our QC Dept. The warranty guidelines do not include any kind of refund because we didn't sell the set to the consumer. I'm very honored to be in service to all of our consumers across the country. We have closed this case here because the foundation was shipped as agreed. Please advise with confirmation of our resolution to [redacted] claim.
Complaint: [redacted]
I am rejecting this response because:When I spoke the Mr. [redacted] he was more concerned about the complaint filed with the Revdex.com, not the customer. I have provided all pertinent information that was asked of me including pictures that clearly show product failure greater than 2". Yet they still insist that I ship it to their company at my expense of at least $600. No where was I told or it was written that I would be responsible for incurring that expense for the warranty to be covered. I believe that the manufacturer should make this right according to there own product failure policy which is: product failure is an indentation greater than 2".
Regards,
[redacted]
Thank you for your time and I'm glad to help you with our claim process. Please go to [redacted] and create a claim ticket. We do repair or replace your mattress at the factory discretion. The required information is copy of law tag, proof of purchase and photos showing...
the claim. We work with you and appreciate you purchasing our product from [redacted]
The mattress upgrade has been processed and currently is being built. The receipt was sent on 3/5/2016 to Mr. [redacted] e-mail address. We'll continue to follow up with this process for our customer Mr. [redacted]. Once the mattress is received by Mr. [redacted] we'll consider this claim resolved.
To whom it may concern, We resolved the consumer complaint prior to receiving this complaint notificationThe consumer [redacted] did reply to me that he was satisfied with the new mattress we sent him on Tuesday Nov 24th We stand behind all that we make and our factory warranty is upheldThe transportation costs were absorbed by our company even though its not included in the warrantyThis courtesy is a good way for us to say Thank You for your business! In closing, this claim was resolved based on the prevailing circumstances and appearance of product failure although not diagnosed
Complaint: [redacted] I am rejecting this response because:When I spoke the Mr [redacted] he was more concerned about the complaint filed with the Revdex.com, not the customerI have provided all pertinent information that was asked of me including pictures that clearly show product failure greater than 2"Yet they still insist that I ship it to their company at my expense of at least $No where was I told or it was written that I would be responsible for incurring that expense for the warranty to be coveredI believe that the manufacturer should make this right according to there own product failure policy which is: product failure is an indentation greater than 2" Regards, [redacted]
[redacted] I am rejecting this response because: How would I dare transport a king size mattress on my own for startersSecondly, how would they supply a loaner mattress? A used mattress? Isn't that illegal in the USA?This is an unacceptable responseI am demanding a full refund of my mattress purchase since this merchant is refusing to come to home, a
s the repair and exchange the mattress under the year warranty that we purchased.This is UNACCEPTABLE as they are making it impossible for me.This company is not a top rated company at all
The consumers mattress will be repaired or replaced at the factory discretion.We do offer loaner mattress for the consumer to use while the claim determination is being processedTransportation is the consumer responsibility and we do help with the facilitating this exclusionWe do offer upgrades to premium styled memory foam sleep products as part of our warranty service
The new box spring for [redacted] was shipped to [redacted] VAon January 8th The full XL foundation should have been picked up by the consumerBased on the circumstances we decided to replace the foundation although product failure wasn't diagnosed by our QC DeptThe warranty guidelines do not include any kind of refund because we didn't sell the set to the consumerI'm very honored to be in service to all of our consumers across the countryWe have closed this case here because the foundation was shipped as agreedPlease advise with confirmation of our resolution to [redacted] claim
As I had stated in my original complaint, NO effort was being made to even maintain contact with meThe last time I spoke with Mr [redacted] , he said he was going to "contact their rep in the area and see where I can take the mattress" and told me to call back the following Tuesday, which I did but got no answerI then sent a few more emails which also went unanswered which prompted this complaint.During the few conversations/email, there was NO mention of MY having to bring the mattress to their facilityI told Mr [redacted] that I was having surgery and was trying to get the mattress replaced BEFORE hand so I wouldn't be so terribly uncomfortable while recoveringAnd as far as his "wear and tear after years" comment, the mattress was actually not even used for an entire year and I can NOT see an impression THAT size being caused by a single 130lb personAs previously stated, I was offered this and that and there was NO follow throughAt this point, I don't want to be bothered with this company and would like a refund so I can replace this mattress because obviously it's bad and the company is NOT making any effort to correct the problemThere's no way they could be considering I can't even get emails/messages returnedThis was a pretty expensive mattress when purchased in I can't remember the exact dollar amount but it was between $450-$600, I am the ONLY person who has been sleeping in it and it wasn't even used for a year e
As of last week(Feb 25th 2016) this claim is resolved as the [redacted] decided to upgrade to a premium styled memory foam sleep product as part of customer serviceThe customer is completely satisfied and will receive their new mattress within days
To date, we have not received a
receipt for our upgrade purchase nor any confirmation that our order has been placed. We will consider this claim resolved and will be completely satisfied once we have received our mattressI do not agree with the resolution of this claim until the mattress has been successfully delivered to us
I do apologize for the lack of a timely response to this matterOur company stands behind all that we manufacture and our efforts to accomplish our outstandingThe warranty does include repair or replacement of a consumer mattress at the factiry discretionThe consumer may bring there
mattress here in order for a speedy resolution to the claimThe other option is to arrange for transportation to and from the factory which is the consumner responsibilityWe do assist with transportation option and provide a loaner while the mattress is being diagnosedThe options for claim resolution are clear and we do exactly what we say we're going to do! The factory is located in North Brunswick NJ and our hours of factory operation for warranty work are 10;00am to 3;00pm by appointment onlyThank You
We've agreed to repair or replace the mattress at the factory discretionUnder our warranty guidelines this action is taken to offer the consumer the ability to have there mattress repaired or replaced at the factory discretionWe are more than happy to stand behind our product and keep our
customers satisfied with our productAlthough the depression appears to be after five years we are still willing to look at it to see if any problem may existThe company helps our consumer with transportation however Transportation is the consumer responsibility and I always make our loyal consumers aware. We will repair or replace any mattress we make at the factory discretion. Ken *** ***
Regarding this warranty claim we always present a few different options to make it easier for the consumerTransportation in the mattress industry is not included in the warranty resolutionWe offer a upgrade to alleviate the expense of transportation and are fair about helpingThe consumer
is welcome to call me at ###-###-####next Thursday the 19th to resolve claim
This complaint was brought to my attention on July 30, 2015 a few days before the complaint was filed on August 5th. We stand behind all that we make and look forward to resolution of claims that are filed within our office. The process normally takes two to four weeks for...
determination as long as all the required documents are complete and returned to our office. The law tag seems to be missing from this file and I'm hoping the law tag is able to be presented to us. The law tag is sewn into the border of the bed at the head of the bed on every bed that leaves the factory. In the meantime I spoke with [redacted] on the 7th of August and assisted her with answers to all of her questions and offered options for her in order to resolve this claim. The company stands behind all that we manufacture and addresses each and every claim in a timely fashion.
As I had stated in my original complaint, NO effort was being made to even maintain contact with me. The last time I spoke with Mr [redacted], he said he was going to "contact their rep in the area and see where I can take the mattress" and told me to call back the following Tuesday, which I did but got no answer. I then sent a few more emails which also went unanswered which prompted this complaint.During the few conversations/email, there was NO mention of MY having to bring the mattress to their facility. I told Mr [redacted] that I was having surgery and was trying to get the mattress replaced BEFORE hand so I wouldn't be so terribly uncomfortable while recovering. And as far as his "normal wear and tear after 5 years" comment, the mattress was actually not even used for an entire year and I can NOT see an impression THAT size being caused by a single 130lb person. As previously stated, I was offered this and that and there was NO follow through. At this point, I don't want to be bothered with this company and would like a refund so I can replace this mattress because obviously it's bad and the company is NOT making any effort to correct the problem. There's no way they could be considering I can't even get emails/messages returned. This was a pretty expensive mattress when purchased in 2010. I can't remember the exact dollar amount but it was between $450-$600, I am the ONLY person who has been sleeping in it and it wasn't even used for a year.
e
To whom it may concern, We resolved the consumer complaint prior to receiving this complaint notification. The consumer [redacted] did reply to me that he was satisfied with the new mattress we sent him on Tuesday Nov 24th 2015. We stand behind all that we make and our...
factory warranty is upheld. The transportation costs were absorbed by our company even though its not included in the warranty. This courtesy is a good way for us to say Thank You for your business! In closing, this claim was resolved based on the prevailing circumstances and appearance of product failure although not diagnosed.
As of last week(Feb 25th 2016) this claim is resolved as the [redacted] decided to upgrade to a premium styled memory foam sleep product as part of customer service. The customer is completely satisfied and will receive their new mattress within 10 days.
The consumers mattress will be repaired or replaced at the factory discretion.We do offer loaner mattress for the consumer to use while the claim determination is being processed. Transportation is the consumer responsibility and we do help with the facilitating this exclusion. We do offer upgrades...
to premium styled memory foam sleep products as part of our warranty service.
The new box spring for [redacted] was shipped to [redacted] VA. on January 8th 2016. The full XL foundation should have been picked up by the consumer. Based on the circumstances we decided to replace the foundation although product failure wasn't...
diagnosed by our QC Dept. The warranty guidelines do not include any kind of refund because we didn't sell the set to the consumer. I'm very honored to be in service to all of our consumers across the country. We have closed this case here because the foundation was shipped as agreed. Please advise with confirmation of our resolution to [redacted] claim.
Complaint: [redacted]
I am rejecting this response because:When I spoke the Mr. [redacted] he was more concerned about the complaint filed with the Revdex.com, not the customer. I have provided all pertinent information that was asked of me including pictures that clearly show product failure greater than 2". Yet they still insist that I ship it to their company at my expense of at least $600. No where was I told or it was written that I would be responsible for incurring that expense for the warranty to be covered. I believe that the manufacturer should make this right according to there own product failure policy which is: product failure is an indentation greater than 2".
Regards,
[redacted]
Thank you for your time and I'm glad to help you with our claim process. Please go to [redacted] and create a claim ticket. We do repair or replace your mattress at the factory discretion. The required information is copy of law tag, proof of purchase and photos showing...
the claim. We work with you and appreciate you purchasing our product from [redacted]
The mattress upgrade has been processed and currently is being built. The receipt was sent on 3/5/2016 to Mr. [redacted] e-mail address. We'll continue to follow up with this process for our customer Mr. [redacted]. Once the mattress is received by Mr. [redacted] we'll consider this claim resolved.