Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Now they are LYING!!! On top of selling me a faulty product, they are blatantly lying about my behavior. I do not yell. I believe in settling disputes in a civilized manner. While my voice was not a happy voice, it was not raised. It would be interesting to ask them for the names of the couple who was there at the time and ask that couple about the volume of my voice. I'm sure they would agree that I sounded unhappy, but I was not yelling. Additionally, I was not rude. I did not call names, or curse, or say anything inappropriate. I simply explained my position that they had sold me a faulty product, and correcting this problem should not cost me time or money. Their lies about my behavior lend further credence to their dishonesty as business people. Regards, *** [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Now they are LYING!!! On top of selling me a faulty product, they are blatantly lying about my behavior. I do not yell. I believe in settling disputes in a civilized manner. While my voice was not a happy voice, it was not raised. It would be interesting to ask them for the names of the couple who was there at the time and ask that couple about the volume of my voice. I'm sure they would agree that I sounded unhappy, but I was not yelling. Additionally, I was not rude. I did not call names, or curse, or say anything inappropriate. I simply explained my position that they had sold me a faulty product, and correcting this problem should not cost me time or money. Their lies about my behavior lend further credence to their dishonesty as business people.
Regards,
[redacted] [redacted]
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little,...
so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim Mrs [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one sideShe told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of thisI told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of thatWhen I pulled up Mrs [redacted] 's ticket, however, it showed that she had purchased her bed on December 20, Here at Mattress Firm, we have what is called a "Day Happiness Guarantee." Within that days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refundObviously, Mrs [redacted] is well outside of her day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim startedIt was at this point that Mrs [redacted] began raising her voice and becoming rude with meShe exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty productI apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this timeI printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claimI made it clear that whatever help she needed, I would be happy to provideI would be happy to fax her paperwork, once completed, to Sealy, to expedite the processMrs [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bedAgain, I explained that unfortunately, this simply is not an optionI offered to call my boss, if she would rather speak with himSo I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs [redacted] Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to doShe continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to meShe asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in HoustonMrs [redacted] then thanked me for that, and left We certainly understand how frustrating it must be for a bed to break down after less than a year of useThis is, obviously, not usually the case for most peopleIt definitely sounds to me as though this bed is defectiveWhile rare, it does happenFortunately, that's why the bed set comes with a ten year full warrantyWe also understand that warranty claims can be a hassleThat's why we make it as easy as possible for the guests who have to use themI printed Mrs [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it outIf the product is faulty, then it will be protected under warrantyThese are the exact reasons why warranties existSurely this can be understoodI understand Mrs [redacted] 's frustration, but I was very courteous to her and offered to help her in any way I couldI was met with nothing but hostility and angerEven the other guests in our store couldn't help but comment on her behaviorIf there is anything else we can do to help, please let us knowI will still be happy to help her with her warranty claim
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Now they are LYING!!! On top of selling me a faulty product, they are blatantly lying about my behavior. I do not yell. I believe in settling disputes in a civilized manner. While my voice was not a happy voice, it was not raised. It would be interesting to ask them for the names of the couple who was there at the time and ask that couple about the volume of my voice. I'm sure they would agree that I sounded unhappy, but I was not yelling. Additionally, I was not rude. I did not call names, or curse, or say anything inappropriate. I simply explained my position that they had sold me a faulty product, and correcting this problem should not cost me time or money. Their lies about my behavior lend further credence to their dishonesty as business people. Regards, *** [redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: Now they are LYING!!! On top of selling me a faulty product, they are blatantly lying about my behavior. I do not yell. I believe in settling disputes in a civilized manner. While my voice was not a happy voice, it was not raised. It would be interesting to ask them for the names of the couple who was there at the time and ask that couple about the volume of my voice. I'm sure they would agree that I sounded unhappy, but I was not yelling. Additionally, I was not rude. I did not call names, or curse, or say anything inappropriate. I simply explained my position that they had sold me a faulty product, and correcting this problem should not cost me time or money. Their lies about my behavior lend further credence to their dishonesty as business people.
Regards,
[redacted] [redacted]
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little,...
so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.
Mrs. [redacted] came in to Mattress Firm a few days ago, with complaints of her Sealy mattress having broken down on one side. She told me that it's in her guest bedroom and has been used very little, so this breakdown is unacceptable, and we needed to take care of this. I told her that her frustration is completely understandable, I apologized for the inconvenience, and expressed that we can certainly help to take care of that. When I pulled up Mrs. [redacted]'s ticket, however, it showed that she had purchased her bed on December 20, 2013. Here at Mattress Firm, we have what is called a "100 Day Happiness Guarantee." Within that 100 days, if you are not happy with your bed for any reason (comfort, damage, etc.), we will take it back and give you a new bed, or even a full refund. Obviously, Mrs. [redacted] is well outside of her 100 day guarantee, so I explained that while we can't take her bed back and give her a new one, I was more than happy to help her get a warranty claim started. It was at this point that Mrs. [redacted] began raising her voice and becoming rude with me. She exclaimed that a warranty claim was "absurd" and that she shouldn't have to do anything, we should just replace the bed since we sold her a faulty product. I apologized again for the inconvenience of having to do a warranty claim, as they certainly can be time consuming and we understand that, but unfortunately it is our only recourse at this time. I printed her the necessary paperwork, and a copy of her old receipt, as these are the things she will need to start a claim. I made it clear that whatever help she needed, I would be happy to provide. I would be happy to fax her paperwork, once completed, to Sealy, to expedite the process. Mrs. [redacted] continued to yell at me (as I was sitting at the desk with other customers) and was not at all interested in the warranty process, she just simply wanted us to replace the bed. Again, I explained that unfortunately, this simply is not an option. I offered to call my boss, if she would rather speak with him. So I called my district manager, Eric Tidd, explained the situation to him, and handed the phone over to Mrs. [redacted]. Eric confirmed for her that us simply replacing the bed, nine months after the purchase, is not company policy and is not something we have the power to do. She continued to yell at Eric over the phone until she finally shouted, "I'm done with you! I'm done with you! I'll see you in small claims court!" and handed the phone back to me. She asked for his supervisor's phone number, and I gave her the customer service number for our corporate office in Houston. Mrs. [redacted] then thanked me for that, and left.
We certainly understand how frustrating it must be for a bed to break down after less than a year of use. This is, obviously, not usually the case for most people. It definitely sounds to me as though this bed is defective. While rare, it does happen. Fortunately, that's why the bed set comes with a ten year full warranty. We also understand that warranty claims can be a hassle. That's why we make it as easy as possible for the guests who have to use them. I printed Mrs. [redacted] off all the necessary information she would need and offered to fax it for her when she was finished filling it out. If the product is faulty, then it will be protected under warranty. These are the exact reasons why warranties exist. Surely this can be understood. I understand Mrs. [redacted]'s frustration, but I was very courteous to her and offered to help her in any way I could. I was met with nothing but hostility and anger. Even the other guests in our store couldn't help but comment on her behavior. If there is anything else we can do to help, please let us know. I will still be happy to help her with her warranty claim.