The Mattress Factory Reviews (%countItem)
The Mattress Factory Rating
Address: 4929 Cottman Ave, Philadelphia, Pennsylvania, United States, 19135-1431
Phone: |
Show more...
|
Fax: |
+1 (610) 544-1700 |
Web: |
|
E-mails: |
Sign in to see
|
Add contact information for The Mattress Factory
Add new contacts
PURCHASED ***, BED AND MATTRESS WAS DELIVERED ON 12/01/2018
MY WIFE CALLED STORE ON 12/02/2018 TO LET THE SALES PERSON (ONLY CONTACT) AT STORE TO LET OUR SALES PERSON KNOW THAY THE PRODUCT WAS NOT RIGHT FOR MY WIFE AND WE WANTED TO RETURN THE BED AND MATTRESS FOR A FULL REFUND.
SALESMAN FINALLY CALLED US BACK 2 DAYS LATER AND STATED THAT THEY DO NOT TAKE MATTRESSES BACK BUT WOULD GIVE US A $500 REFUND ON BASE OF BED.
THE SALESMAN AND OTHER MANAGEMENT CONTACTS LATER STATED THAT THEY WOULD EXCHANGE THE MATTRESS ( EXCHANGE BUT NOT RETURN THE MATTRESS IS QUESTIONABLE )
WE AGAIN AFTER MULTIPLE PHONE CONVERSATIONS STATED THE BED WAS NOT RIGHT FOR MY WIFE AFTER ONLY USING IT FOR A COUPLE OF HOURS WITH APPROPRIATE COVERS AS TO NOT STAIN THE MATTRESS.
WE FEEL THAT WE NOTIFIED THE STORE QUICKLY AND THEY SHOULD TAKE THE PROPER BUSINESS APPROACH TO COME AND PICK UP THEIR PRODUCT AND PROVIDE US WITH A FULL REFUND
BED WAS DELIVERED ON 12/01/2018 AND WE CONTACTED STORE THE 1st TIME ON 12/02/2018 AND VARIOUS TIMES AFTER TH\AT
Good morning, My name is Mark L I am the VP of *** and one of my responsibilities is customer relations.
We are family owned and non commission sales for 50 years in the *** market.
I first became aware of this problem when a "Kim" wrote a scathing review on our website, I have included the screen shot.
I called her and she proceeded to make threats about lawyers and the local news stations,
I explained to her that no stores take back adjustable beds and that it states this on our website.
Kim never called me back as she stated she would.
Officially we do not have a comfort exchange policy, this is written on the receipt that Mr. Rys signed. I have enclosed both sides of the receipt.
We do not sell used mattresses which is what it would entail if we did have such a policy.
We have offered to take back the base as a courtesy at a refund of $699 minus 20% giving them a refund of $559, plus delivery costs.
We also have offered a 1 time comfort exchange of the mattress.
*** was in our showroom at least twice before he made he purchase and we delivered exactly what they ordered including a custom size mattress.
In closing we are trying to help resolve the needs that they need.
Sincerely
Mark L
VP
[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 as Answered]
Complaint: ***
I am rejecting this response because:
The comments by the store are mistaken on various points
1) the manager offered un an initial $500 store credit on a $1900 order - what can you get for $500 at a mattress store after their markup)
2) the store offered to exchange the mattress (as opposed to takin it back - what's the difference return or exchange),
we finally resolved the issue with the manager for a 20% restocking and $50 delivery/pickup
at this point the complaint can be closed
Regards
I bought a bed from Mattress Factory in Springfield PA in 2014. The bed is four years old. I have a ten year warranty on this product. The bed has a divot deeper than 2 inches and also the box spring is completely broken. I had paid $45 for an independent contractor to come out and look at it. I was told I would hear back from someone in 1.5 weeks. Three weeks have gone by and not a word. Every time I attempted to call Mattress Factory they blew me off, saying they haven't heard anything. After almost a month, when I called (they didn't call me as I kept having to chase them for an answer) they told me there was nothing they could do and they would not replace the bed or box spring because of small stain on the mattress which I believe is made up. I asked if I could have cooperates phone number to complain, and Wesley N (the store manager) told me "It's not the way this works lady". I said, "I don't appreciate the attitude". Wesley replied "I get what I give". This is extremely poor and despicable customer service to treat your customers this way. I had to call three Mattress Factory stores before I finally found a normal manager who had given me cooperates phone number. What kind of shady "family owned" so called business operates in a way in which they degrade their customers and refuse to help them find a resolution to their issue? These people are shady, disgusting and down right rude and Wesley should be terminated. I worked in customer service before and if I ever spoke to a customer like that I would be fired on the spot. So not only did they sell me a faulty product, they refused to assist me in an honest and respectable manner.
Good Morning,
My name is Mark L I am the VP of The Mattress Factory. One of my responsibilities is to assist our customers with a problem with their mattress when they arise.
A mattress and box spring comes with a warranty from the manufacturer for ten years,
this warranty is at no charge unlike many other retail purchases, however there are rules and regulations that are followed for sanitary reasons.
This customer made a complaint only for the box spring as shown in the file titled ***
The inspector as a courtesy also inspected the mattress as he does and found it to have a minor body impression. Unfortunately the mattress has four yellow stains which eliminates the manufacturers desire to take the mattress back therefore voiding the warranty on the matttress. As shown in file ***.
We offer all of our customers an opportunity to buy a mattress protector, it appears as though they did not or did not use it.
I have enclosed a copy of a warranty that is used by all mattress manufacturers. file ***
I first became aware of this complaint Tuesday 7/17/2018 and I called *** to try and discuss a solution to the issue, we are willing to exchange the defective box spring and offer a deep discount (employee price) on another mattress but she did not answer or return my call as of 7 pm on Wednesday 7/18/2018.
As you know we are highly rated and accredited in the Revdex.com,
The Mattress Factory is a small family run business in the Philadelphia Marketplace, and we are very proud of our legendary customer service.
Thank you for taking the time to help in this matter.
I am rejecting this response because:
Clearly, you are missing the entire point of my complaint. Although the manufacturer decided to reject my need for a new mattress, the customer service I received was despicable, uncalled for and downright disgusting. Mark, I did return your call and I returned it several times. It seems like you and Wesley enjoy lying to your customers and to the public to try and save yourselfs from looking like the bad guys. Mark, since you only have a limited time you are in the office I could not reach you by phone. I spoke with Chris C. from corporate and Andrea from the Springfield store. Chris and Andrea were the only two who had apologized for the way in which I was so rudly treated, lied to and degrated by Wesley. These men were the only men who seemed to care about how they treat their customers. If *** doesn’t want to replace my bed that has a massive divet in it than thats on them and I could have gotten over it. However, what I will not stabd for is being treated so disrespectfuly by one of your so called employees. Not only did Wesley demean me, he refused to give me the cooperate phone number, told me he could give me an attitude if he pleased, then lied to me saying that he “handled all cooperate calls”. Well Mark, I was willing to take this complaint of off Revdex.com after speaking with Chris and Andrea, but since you and Wesley enjoy disgracing your customers and lying I will keep my complaint. I will even call *** and be glad to give you people some air time so that the general public knows how you treat customers and women in general.
Regards
I have tried contacting this guest again with no reply.SincerelyMark LVP Customer RelationsThe Mattress Factory
Trying to finish my financed purchase with Len and Leslie took over. He informed me that despite being allowed to apply (and be given) credit via their web page, that he wasn't going to allow it (Len didn't have an issue that I live in NC on Fri).
After asking to talk to his manager, Andre who is on vacation for a week, I asked to speak to Andre's manager, Chris is all I was given and was told that was all I was getting and hung up on.
When I called right back, I informed him that I would be finding it out on my own but if he wanted to be the road block today that would be it. He said OK and hung up.
I find it odd that this company allows you to apply ON-LINE for financing and offers NATIONWIDE delivery but balks when they get used together.
I will be following this up with the Revdex.com as now I have a credit ding that I don't know if I can use elsewhere!!
STAY AWAY unless you like to be hung up on!!!
Horrible overall- I was delivered a broken bed base, then they wouldn't take my box springs, and on moving things in and out they damaged the wall and ceiling in my stairwell (huge chunk missing out of the ceiling, along with gouges into the wall- both of which are plaster). Then, there was a stain on the mattress. After having to deal with their vice president, Andres R, I was able to get my delivery fee refunded, and a replacement base and mattress, but I am left with the damage to my home, and was told that it wasn't their problem and I had to take it up with the delivery people. Please note, they are the ones who arranged the delivery, the bed was delivered in a branded Mattress Factory truck, and I still haven't heard from anyone regarding this damage.
Hello, My name is Mark L I am the VP and one of my responsibilities is customer relations. The Mattress Factory exchanged ***' base and mattress on the next available date , I believe it was 2 days later.
I have attached a photo of the boxspring that we reluctantly took away for ***. Her home is very small and this is why she cut her boxspring in the first place, to get it up the stairs.
As a policy we do not coerce the delivery staff to handle customer owned merchandise in this hazardous condition. This is the reason there are scratches to her wall.
We requested a repair quote from *** so that we could take care of the damage. we are still waiting for this quote as of March 19 2018.
*** would rather make false accusations on various web sites to diminish our excellent record of excellent customer service in lieu of handling this problem.
Please contact me at ***@***.com or *** with any follow up questions.
Sincerely
Mark L
VP Customer Relations
The Mattress Factory
[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 as Answered]
Complaint: ***
I am rejecting this response because:First, there were no false claims made. I never said that the base or mattress were not replaced. They indeed were- and it was two days. My issue was with the damages to my home (as indicated by my resolution request). Second, when I made my purchase, the salesman knew that the box spring had been cut. We had discussed it. He still indeed told me that they could be taken. Instead, the delivery men (who were quite pleasant and as helpful as possible), moved the box springs into my living room and left them there. Third, Andres R told me quite specifically that he didn’t handle any damage done to my home, and that I had to take that up with operations. I asked him specifically to have operations get in touch with me as that I have no way to contact them. That was on the original date of delivery. I waited two full business days to file my complaint with the Revdex.com, as that I had not heard from any operations department at that point. Fourth, the condescending attitude that I got from the company, specifically Andres R, was a driving force. This was not one little issue, this was multiple issues followed by an attitude of dismissal. And quite bluntly, the tone taken by Mark in this Revdex.com response is not much better. Fifth, they did indeed receive the repair quote from me, yesterday. And I did indeed speak with Andres again yesterday, who was this time blatantly rude and disrespectful. Lastly, I did speak with a gentleman last night, Chris I believe, who is the president of the company and he did state that he had received the quote and that they would cover my repair costs.
Regards
I spoke to *** yesterday and told her we would cover the cost of the repair. This should end any issues and I told her to call me when it is complete to let me know everything went well.
Thanks,
Chris C
After FIVE different exchanges of faulty box springs , an
I FINALLY requested either a refund or an upgrade
of the product, which was squeaking & shattering dur
during the first few days of being replaced! When I
went to the Springfield, Pa location to discuss the
options , I was immediately told NO REFUND!
before I had the opportunity to present my issue!
The manager, Len Schiavo, was EXTREMELY
RUDE & told me I had AN ATTITUDE! He verbally
criticized me & accused ME of being the problem!
We exchanged the boxspring numerous times as a courtesy to the customer before we had an inspection done. Upon inspection it was found that there was nothing wrong with the boxspring. As an extended courtesy because . & *** (complainants parents who are the actual customers) were very nice every step of the way we decided to still refund the cost of the boxspring in the amount of $106.00 after sales tax. Not really sure what else we could have possibly done for the customer as we exhausted every courtesy to ensure they were sleeping better.