The Organic Mattress Store, Inc.

I am responding to [redacted]s responses to the complaint # [redacted], He uses  numbers 1,3,4, 5 in his rejection to our response.  I attached the complaint. Please also note I have attached a copy of the original letter I sent to [redacted] regarding the mattress he purchased, as well as...

the [redacted] proof of delivery slip. 1)      As stated in the letter I sent in April, the mattress we sell as the Waverly 460 coil count MEDIUM-FIRM is described that way, since we have another mattress in the showroom that is our Malibu 630 coil count FIRM. [redacted] did not purchase directly from the manufacturer [redacted], but from our company The Organic Mattress Store, Inc.  We do not advertise it incorrectly using the manufactures product name. We call it the Waverly 460 CC Medium Firm.  [redacted] was in our showroom on at least two occasions, 9/29/2016 & 12/8/2016 and tried out the Waverly innerspring mattress for quite a long time. I sent him home with an estimate on both occasions.  I explained at length then the specifications of our Waverly mattress. He knew how it felt, and after the first visit came back with his fiancé to try it again. He was in our store at least two times and very familiar with the product he purchased.2)      3) The Waverly mattresses measures 8.5 inches at the crown height. The 8” designation [redacted] is referring to on the delivery is the dimension we listed in the article description on the [redacted] form, which we always round off. Standard shipping practice.3)      4) [redacted] requested a [redacted] freight delivery to save money & time. [redacted] does curbside delivery only, and [redacted] said this was fine, he could find help. Once It was released at the curb, which [redacted] signed for & did not indicate any damage, he took ownership and full responsibility  for the mattress. He did not indicate any issues when he received the  mattress, and we clearly state in our terms & conditions paper work that it must be signed SUBJECT TO FURTHER INSPECTION if there is an issue.4)      5) I’m not sure why [redacted] thinks we provide poor customer service. I responded to every e-mail from 4-5-2017 to 5-15-2017 immediately or within 24 hours. I would be happy to forward these if you wish to see them.If [redacted] had contacted us immediately about any damage when the mattress was delivered, we could have taken measures with [redacted] to rectify the situation, not after the mattress has been in his home for 4 months. Feel free to contact us with any questions . Sincerely, Leora H[redacted]The Organic Mattress Store, Inc[redacted]

Complaint: [redacted]I am rejecting this response because:  The Bed Set Mr. Dennis H[redacted], sold me was fake, not 100% Organic. We have an environmental attorney from Washington DC who did a thorough search of all our vendor’s products. They all keep the required certification showing that they adhere to the USDA –NOP guidelines and are kept on file and renewed on a yearly basis. We did this because we are franchisors looking for franchisees. His name is [redacted] and he works with the [redacted] Trade Association, in Wash DC. He did all this work for us many years ago and we have only gone up in our standards, not down.  We don’t make a claim of 100%Due to the allergic reaction to Titanium Hardware, and had the hardware removed in 2008, I developed chemical sensitivity, and allergies.   I explained  to Mr. Dennis H[redacted], about my reactions to latex, chemicals, nickel, allergy and food allergies, and he assured me he would be able to accommodate me, with an Organic Mattress. Sorry, if she wanted no metal, we would not have sold her an innerspring mattress, which is what she called and requested. Our last report stated the minuscule amounts of nickel in the innersprings, The Customer did not make us aware of nickel allergy, as stated in the last response, we would have investigated the content of the metal before selling  to anyone with this allergy before we ordered them an Innerspring mattress , we were not made aware of this nickel allergy. The ONLY special request we had was to have a mattress made without WOOL due to her allergy to it, and several other shipping requests which we fulfilled for her. This was documented in the previous complaint. Going back and forth with the customer she said was happy she got the mattress without the wool as she requested, and we provided her with what she wanted. We now see she wants a wool mattress.  Not sure why or how since she specifically asked for a mattress without wool due to her allergy, which she provided a Doctor’s .prescription for. We tried to address her comfort issues, but we can’t help her any longer. We offered her a cotton mattress pillow top for wholesale, but she said it was too much money. Her first complaint was the mattress was too firm. She rejected our help, and asked for something else. Again, we tried all of our avenues to help her, but are out of ideas. Placing  Organic Cotton, only  in a mattress, is not the same as using 100% Organic Materials. The cotton in the [redacted] mattress is GOTS certified (Global Organic Textile Standards) the highest standard in the textile industry, as being organic, these certifications are kept on file & renewed yearly by the manufacturer. The [redacted] mattress can be fatal to my health, and it has causes me spinal damages, and I was rushed to ER, in December, due to toxic fumes, and nickel reaction, and toxic fumes, in the [redacted] mattress.The [redacted] mattress has GOTS certified organic cotton fabric on top, bottom and sides, under that she asked for certified organic cotton padding, which again is GOTS certified, and we did for her. All of this surrounds an innerspring core. We have been selling the same system for 14 yrs. This is what she wanted because she is allergic to latex and wool she said. All of these ingredients have been checked out by our environmental attorney.If the  box spring was 100% organic, it would have stated in the booklet, that the wood, in the box spring was untreated, and there was no information regarding the box spring.  The box spring has several layers of wood, on one side, and the other side had wood, in the center, and that makes it impossible to sleep comfortably.  I did contact the U.S. Consumer Product and Safety Commission, and they did investigate The Organic Store. I provided the Product, and Serial Number, as they requested.We received the CPSC (Consumer Product and Safety Commission), findings back and it had nothing to do with us, but the manufacturer of the mattress, so the CSPC contacted the manufacturer. The manufacturer sent us the findings on nickel and we sent them on to you in the previous complaint.  The foundation, which the customer refers to as the box spring is described as being made with spruce wood only, no metal. It is not a toxic pressure treated wood, just plain wood. (Note)We think she still has the foundation on upside down making it hard. The delivery she got from a freight company and she put the foundation on her bed upside down, making the mattress hard & uneven, creating the hard hump in the middle she keeps referring to.  We addresses this & told her to flip the foundation over. From what she keeps saying we are not sure she flipped it over.  They should be able to provide the truth  to Revdex.com, regarding the  materials, used in the [redacted] mattress.  The Telephone number is (301) 504-7921, my case number is Revdex.com Complaint Case# [redacted] (Ref#[redacted]-*-[redacted]). Mr. H[redacted], is advertising non-Organic Materials, as Organic, this is a violation to me, and the system.  There is a heavy penalty, for selling Material as 100% Organic. We don’t make a claim of 100% organic I don’t know why the customer keeps saying we do. If you look at the attachment she included of page 8 of our catalog, nowhere do we claim 100% organic. We have always stated that even the thread in the mattress borders is not organic since it has to be fire rdant thread. This is a law. The customer was made aware of this. All of the certifications for GOTS (Global organic textile standard) are on file with the manufacturer, this is a procedure we put in place several years ago.I spoke with the Owner, of the ([redacted]), [redacted], and she stated she could provide an 100%, Organic Wool Mattress, and a  Box Spring, and guarantee, a full refund, if I am unhappy with the products.  This is what Mr. Dennis H[redacted], should have offered me, due to selling less than 100% organic mattress, and box spring.  I was forced to purchase a leather sofa, to sleep on, due to allergic to the latex materials, used in my original sofa.  We could not find “[redacted]” that she referred to online, but we would like to see who she is talking about and their website  Mr. Dennis, H[redacted], is not being truthfully, about the [redacted] Mattress, he sold me,  and the statement he made about not removing the [redacted] mattress, from the internet. please review the  booklet, I provided as as attachment.   I reviewed the Organic Store, web page, on 12/14/17, and their is no information on the website regarding the [redacted] mattress, as stated it has been remove. Here is my link that has always been there for the last 14 yrs. [redacted]I am asking for a full refund of $2204.81, to purchase a 100% Organic Mattress & Box Spring, so I will be able to sleep well, and stop the suffering, of lying on my back, unknowingly, and causes more spinal pain, and takingMedications.Both the manufacturer and we stand by our decision to not refund her for this mattress set since we followed ALL of her requests when she ordered the mattress set.  We feel we cannot be held responsible for allergic reactions we were not made aware of as stated in our 2017 terms and conditions, [redacted]2017 Terms and Conditions[redacted] THE EAST COAST ORGANIC MATTRESS STORE INC.® PRIVATE LABEL and various manufacturers (if applicable) Exchange PolicyAll organic mattresses are made to order. No Comfort exchanges will be offered for any mattress or top of the bed products from any manufacturer we carry.  We cannot replace any firmness picked by the customer. The science of core making is not perfect. We will however offer a new softer or firmer core purchase for zippered cover type mattresses. You are responsible for the shipping charges and the new core charges. There is no need to return the core. For all manufacturers, they cannot refund the purchase price of your mattress, (or set).  According to Federal Regulations of The United States, it is not resalable. This policy will assure that you will always receive a brand new product, and not something that has been contaminated in any way that could infect (bedbugs, perfumes, etc.), your home, or our systems facilities. The Organic Mattress Store Inc. ®, Inc. products and all of our manufacturers’ mattresses and products made with wools and cottons and natural rubbers are individually made to order, and returns cannot be accepted due to any type of allergic reaction or due to non-tolerance of any natural aroma. If there is a cancellation of the mattress (do not want it) after it is shipped, or refused at delivery, unless it is damaged, the customer is responsible for the shipping costs both to & from the manufacturer, or the origin of the shipping address. Products cannot be refused at time of delivery for any reason other than damage. Once a product has been opened it is unreturnable. Our Wood foundations and mattresses  that do not fit the customer’s miscalculated inside dimensions of their bed frames, are not the manufacturers or retailers responsibility. Measure the inside dimensions of your bedframes to be sure, and if they are not right, contact the dealer immediately. otherwise there could be restocking fees.Once a credit card is swiped, or taken on the phone for a customer, The East Coast Organic Mattress Store Inc.® pays a fee to the credit card company. If a customer cancels the order, the store making the sale will charge the customer the % fee plus the % fee incurred when they cancel the order. All cc fees will be considered a restocking fee. If a customer takes a check back instead of doing a refund on the credit card in the system it could save the credit card cancel % fees to the customer. But the customer will still be responsible for the upfront fee. Damaged merchandise will require photos showing the damage. Send photos via e-mail or snail mail to the seller to be reimbursed. Any cancellations or damage claims must be made within 24 hours of the sale, or they cannot be granted.  Please call within 24 hours after the sale if you need to cancel an order. The store where the mattress was purchased may require a deposit to put in escrow until the damaged product is returned to the manufacturer.  If a customer takes possession of a product and does not pay the dealer, that dealer has the right to turn this over to a collection agency of their choice, or start court action in the state the products were purchased, to retrieve the monies owed the retailer. GENERAL GUIDELINES   At The East Coast Organic Mattress Store Inc. ® option, the warranted item will be repaired or replaced.  The Organic Mattress Store Inc. ® Inc. reserves the right to substitute material of equal quality Repair or replacement does not extend the original period of limited warranty, nor does it constitute the beginning of a new limited warranty period.  As stated above, all products are individually made to order and returns cannot be accepted due to any type of allergic reaction or due to non-tolerance of any natural aroma of the wools, cottons, or natural rubber.For easy identification, do not remove the white law label (the product label) from the mattress or foundation. Keep all paperwork /documentation. All sales of top of bed products (pillow-tops, toppers, comforters, pillows, sheets, etc.) are final. Custom made mattresses, and top of the bed products that are not in the catalog or on the website, and are deemed custom, are not returnable. This applies to all manufacturers. THIS APPLYS TO [redacted] CUSTOM COTTON MATTRESS SINCE IT WAS MADE WITHOUT THE WOOL.All transportation charges and re-packaging of any products returning to us are the responsibility of the consumer, unless otherwise noted.  When a mattress is ordered from The East Coast Organic Mattress Store Inc. ® we use a shipping company of our choice to bring the product to your door.  It is out of our hands what day your mattress will be delivered.  Once the mattress gets into your area, the delivery company may contact you directly to arrange a time and day to deliver the product. [redacted] usually does not, but most do. Contact the store you purchased from to have them track your shipment. It is not the responsibility of The East Coast Organic Mattress Store Inc.®, Inc. to set a specific time and day for the customer to have the product delivered, but the business of the shipper. If problems arise in the shipping process, the participating Organic Mattress Store Inc. ® store will intervene to help get the situation resolved.  The East Coast Organic Mattress Store, Inc.® is not responsible for any fees incurred from the shipper to the customer due to miscommunication of shipping days, customer not being home, etc. which can relate to storage fees or for second trips out to customers’ homes to deliver the product. You must let the seller know at least a week ahead of time if you decide to add mattress removal after the initial sale; otherwise we may not be able to arrange this additional service. The delivery men cannot re-pack-up a mattress or a bed frame once it has been brought into your home, unless it’s a damaged product. After that, it is the customer’s responsibility to get the products back to the manufacturer, in its original condition. If possible, keep all shipping boxes flattened out just in case something has to go back. Before the shipper leaves ask to keep the boxes. Later recycle them as you wish. *Please note that if you do cancel an order after it has shipped, there will be an additional restocking fee of 15 % of the total retail value of products as well as the return shipping fees. Credit card fees are approximately 2-3% for the sale and 2-3% for the cancellation. These fees will be charged if the product has not been shipped, but the order has been placed and the customer changes their minds and now does not want to purchase the products. Products that are custom made cannot be cancelled once they go into production. If a product gets to you, and the outside of the packaging is dirty, that does not mean the product inside the box that is double wrapped in plastic is dirty. Delivery trucks can be dirty. Instead, open up the packaging to inspect them before the delivery men leave. If damaged, or dirty send them back with the delivery man. Do not send back clean product or you could incur shipping charges. Remember to always write “SUBJECT TO FURTHER INSPECTION” on all paperwork to be on the safe side, at the time of delivery. Also make a note on all pages of all paperwork just what was damaged. IMPORTANT: Shipping companies will not reimburse us unless you make a note of all damages on the paperwork.FREIGHT DAMAGE FOR ALL MANUFACTURERS If the freight arrives, and the contents are visibly damaged, contact the store you purchased from immediately to get advice on keeping some of the items vs. refusing all of them. But do write “SUBJECT TO FURTHER INSPECTION” on all papers signed. This applies to all products being signed for, and for all products not opened and inspected as well. The participating East Coast Organic Mattress Store Inc.®, must know immediately, so they may get a replacement mattress, or products, made and sent out as soon as possible.  If you accept the freight and sign off on the freight bill presented by the delivery person, you have accepted the product and cannot request a replacement mattress or product if you see damage later.  Any damage claims after acceptance of the shipment will not be honored because the freight companies will not take responsibility for the product in a customer’s home after it has been delivered, inspected, installed, and signed off by the customer. This releases the freight company from any further liability.  So remember to write SUBJECT TO FURTHER INSPECTIONon all of the receipts you sign, so if you do notice damage to the product after the delivery people have left, you can contact us and we will work with you, the shipper and manufacturer to get the products replacement. You must be very specific about the damage to the packaging if you do notice any at the time of delivery, i.e. (hole in box, but plastic looked ok, location top corner, etc.). After a delivery company has left and no damage was noted the delivery is considered complete. If damage is found later like a damaged core or cover etc., the damaged product will be replaced and a new product will be sent via the sellers/manufacturers shipper of choice. It will be the responsibility of the customer to re-install the new damaged cover, or core. As stated above, the store where the mattress was purchased may require a deposit to put in escrow until the damaged product is returned to the manufacturer. When the manufacturer gets the damaged product back the monies owed the customer will be returned to that customer. It is at that time the manufacturer reimburses the store selling the product as well. All claims must be made within 24 hours of delivery or they will not be honored.MANUFACTURERS WARRANTYEach manufacturer has a different warranty. Check with the store you are doing business with to explain what each is. With prorated warranties of 25 yrs., the first 10 yrs. there is full coverage. The second 15 yrs. starts out 50% of the original price of the mattress, and will decline/decrease 5% per additional year to reach 0 by the end of the 25 year warranty. The prorated charges will be calculated depending on when the product was replaced. Products that customers feel are not holding up will require pictures sent to the retailer and they will pass them on to the manufacturer for review. For any warranty issues, the customer is responsible for the delivery of the new mattress. The old mattress is still your property and is your responsibility to be disposed of. All pictures of the defective mattress should be saved, and sent to us via e mail for review. Those pictures will be forwarded over to the manufacturer for their review. Using wood foundations or box springs other that the ones we sell will void a mattress warranty.  Snail mail copies are always acceptable.CUSTOMER FOR LIFE PROGRAM The East Coast Organic Mattress Store Inc. ® system places great emphasis on returning customers. So to reward customers who have purchased mattresses in the past, the purchaser just needs to show a sales receipt of the mattress purchased to any store in the East Coast Organic Mattress Store Inc. System,: AKA: The Organic Mattress Store Inc. ® and that person will be eligible for 10% off all top of the bed products sold by any East Coast Organic Mattress Store Inc.®  This promotion cannot be used with any other promotions. This promotion only applies to approved products that are from approved vendors in The East Coast Organic Mattress Store Inc.® system. Thanks for your business and we hope to see you in the future.

Complaint: [redacted]
I am rejecting this response because:The mattress was not as described, on the floor was different mattress and had different feeling.I think mattress have manufacturer defect and does not have enough cotton and wool (mattress measures 8", not 8 1/2 as described) and feels so firm so we cant sleep on it because of severe back/shoulder pain.[redacted] very poor customer service, it doesn't matter when I contact you, (mattress comes with 25 years warranty) and you still did not offer any  solution (except blaming me in writhing in your emails)Since mattress not as described I formally requesting you [redacted], take it back and issue full refund.You more then welcome come your self or send third party inspection to evaluate manufacture defects.Please do something and STOP blaming costumers!!!
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 as Answered]
 Complaint: [redacted]
I am rejecting this response because: The problem is not totally with the advertisement of your web-site, the issure I have with Mr. H[redacted], he sold me a dream of organic cotton Mattress, and a dream of comfortable  Nickel Box Spring.  My request was an 100% Organic Mattress, without toxic fumes, and toxic wood, around the frame, and down the middle, and Non-Nickel Box Spring, which is a health hazarous.  My Insurance paid the major cost, of the mattress, I am disabled, and do not have the fund to repurchase another mattress.  No one in their right mind, should have to sleep on a mattress that is too firm, and has toxic fumes.  I could have been able to sleep on the wool, if it had been 100% organic, and wool, is what I need to add to the mattress, due to cotton being too firm, hard as a rock, and is very uncomfortable to try to sleep on.  I am asking for a recosideration, and refund,  due to your products, not meeting the 100% Organic advertising, and nickel, in the box spring.   I have never delt with a Mattress Company, which does not fully guarantee their products, especially when the customer have Allergies, and Health concerns.  Please make the right decision, for an elderly, disabled customers, so I can repurchase an 100% Organic Mattress, that will meet my requirements.Regards,[redacted]

12/13/2017To whom it may concern,On 6/24 2017 [redacted] called to purchase an Innerspring Mattress from us, and had several special requests. She wanted an innerspring mattress set made without wool.1) She provided a Doctor prescription that stated she was allergic to wool. (Please see attached...

copy from her Doctor)2) She requested that no desiccant packs be placed in the packaging, no plastic bags be used to wrap the mattress and wood slat foundation before it was placed in the boxes for shipping, and that we only tape the boxes, not use plastic bands to secure the box shut for shipping.3) She requested a Freight shipment in order to get the mattress quickly.All of these requests were followed and met per her request.The mattress is thoroughly described in our catalog and on the internet as an innerspring mattress, made with organic cotton & eco wool, and the foundation is described as being made with spruce wood covered in organic cotton and eco wool. No toxins are used to treat the wood, or any other portion of the mattress. In this case we omitted the wool per her request. There is not any wood in the mattress itself, the mattress consists of organic cotton & an innerspring core. The foundation has wood in it, which is wrapped in organic cotton.The Customer never mentioned needing a mattress made without Nickle, her prescription doesn't state that she has a Nickle allergy, or any metal allergy. We would not have sold her an Inner spring mattress if we knew she had metal issues.Since this issue came up I requested the Safety data sheet from the innerspring manufacturer, and according to the data sheet along with a blend of other metals there is .015mg / m3 nickel in the springs. This information was provided to me within 24 hours, and if the customer had mentioned a concern regarding Nickle I would certainly have taken the time to request it before she purchased the innerspring mattress & wood foundation.I am not a metals expert, but there is a very small amount of nickel in the innersprings, OSHA has set an enforceable limit of 1.0 mg nickel/mick for metallic nickel and nickel compounds in workroom air to protect workers during an 8-hour shift over a 40-hour work week. EPA recommends that drinking water levels for nickel should not be more than 0.1 mg per liter.When we sell mattress without wool, or with any special requests, these are considered custom & returned for any reason. This was explained to the customer, and is clearly outlined on our terms & conditions which we sent to her with the receipt. Also, we clearly state that any mattress or mattress set cannot be returned due to an allergy issue. We always make customers aware of this before we order a mattress with any special requests.The customer did call on 9/11/2017 to tell us that the mattress was too firm in the center, and at that time we determined that they had set the foundation up wrong, it was upside down, so there was a ridge in the center. We told her to flip the foundation over. The customer also claims that there is wood in the mattress making it uncomfortable, There is not any wood in an innerspring mattress, it is just an innerspring core, surrounded with thick layers of Cotton, and in this case, another layer of cotton because she requested NO WOOL. The wood is in the foundation only.The customer is requesting a refund so she can purchase an all wool mattress & and stainless steel box spring, how can she sleep on an all wool mattress if she specifically requested, with a written prescription from her Doctor a mattress made without wool because she is allergic to wool?I am not sure why the customer states that we have taken the [redacted] off of our website. It is there now, and has been there all along. We feel that we have fulfilled all of the customer's requests, using no wool per her Doctor's prescription due to wool allergies, and explained fully in writing and verbally our no return policy on special orders,Thank You,The Organic Mattress Store, Inc.Dennis & Leora H