[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 MrH [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]
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 1/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 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 ***, 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] ***
12/13/2017To whom it may concern,On 6/ [redacted] called to purchase an Innerspring Mattress from us, and had several special requestsShe 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 woolNo toxins are used to treat the wood, or any other portion of the mattressIn this case we omitted the wool per her requestThere is not any wood in the mattress itself, the mattress consists of organic cotton & an innerspring coreThe 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 allergyWe 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 / mnickel in the springsThis information was provided to me within 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 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 weekEPA recommends that drinking water levels for nickel should not be more than mg per liter.When we sell mattress without wool, or with any special requests, these are considered custom & returned for any reasonThis was explained to the customer, and is clearly outlined on our terms & conditions which we sent to her with the receiptAlso, we clearly state that any mattress or mattress set cannot be returned due to an allergy issueWe always make customers aware of this before we order a mattress with any special requests.The customer did call on 9/11/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 centerWe told her to flip the foundation overThe 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 WOOLThe 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 websiteIt is there now, and has been there all alongWe 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf 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 MrH [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]
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 1/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 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 ***, 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] ***
12/13/2017To whom it may concern,On 6/ [redacted] called to purchase an Innerspring Mattress from us, and had several special requestsShe 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 woolNo toxins are used to treat the wood, or any other portion of the mattressIn this case we omitted the wool per her requestThere is not any wood in the mattress itself, the mattress consists of organic cotton & an innerspring coreThe 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 allergyWe 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 / mnickel in the springsThis information was provided to me within 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 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 weekEPA recommends that drinking water levels for nickel should not be more than mg per liter.When we sell mattress without wool, or with any special requests, these are considered custom & returned for any reasonThis was explained to the customer, and is clearly outlined on our terms & conditions which we sent to her with the receiptAlso, we clearly state that any mattress or mattress set cannot be returned due to an allergy issueWe always make customers aware of this before we order a mattress with any special requests.The customer did call on 9/11/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 centerWe told her to flip the foundation overThe 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 WOOLThe 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 websiteIt is there now, and has been there all alongWe 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