Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
April 12, 2016
[redacted]
Revdex.com Attn: [redacted], Dispute Resolution Specialist 2800 Euclid Avenue, 4th Floor Cleveland, Ohio 44115-2408
Dear Ms. [redacted] Thank you for following through with contacting the Original Mattress Factory regarding complaint #[redacted]. When I contacted Eileen L** on April 8, 2016 at their Mayfield store she indeed credited my VISA card for $432.00 which is justified and greatly appreciated. I realize that while Mr. P[redacted] and The Original Mattress Factory want to maintain their good standing with the Revdex.com, it is disheartening that they are doing so by reporting events that did not occur. Please note that I stand by my statements that Mr. P[redacted] did not once offer to cancel the order or provide either a full or partial refund or in any way accommodate our newly married (not pregnant) daughter - for if he did, I would have accepted any of his offers to have made other arrangements. It is inexcusable that Mr. P[redacted] attempted to put himself in a better light when he actually repeatedly said that there was nothing he would or could do - period. The fact is that it was only through the intervention of the Revdex.com that the Original Mattress Factory finally felt compelled to come to the appropriate conclusion.
The refund in no way changes the fact that Mr. P[redacted]'s deliberate inaction resulted in customer service that was absent and very disappointing, costing them the future business of my husband, me, and our six adult children and their families.
Once again, thank you for your efforts to satisfactorily resolve this issue.
Sincerely,
[redacted]
April 4, 2016
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: Revdex.com Complaint ID [redacted]
[redacted]
[redacted]
[redacted]
I have received your email dated April 4, 2016 regarding the complaint...
submitted by Ms. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on December 30, 2015 and feel that we have already offered reasonable options in this situation.
Our records indicate the following:
On Wednesday, December 30, 2015, Ms. [redacted] visited Eileen L** at our Mayfield store to purchase 2 twin sets and bed frames (for a total of $1,288) to be shipped to New York ($432 in shipping fees) (see attached invoice). Eileen informed Ms. [redacted] that we would contact the shipping company and get a rate for the shipment. Ms. [redacted] requested that the sets be delivered after January 20th, preferably on January 21st. Ms. [redacted] was informed at that time that shipping to New York for in-home setup needed a three week lead time. Eileen completed the order with a ship date of January 21, 2015 instead of listing that as the desired delivery date. In addition, Eileen failed to communicate the expected date of delivery to our shipping supervisor to make the appropriate arrangements.
On Wednesday, January 20, 2015, Rich M[redacted] our shipping supervisor, contacted Ms. [redacted] to inform her that the sets had been picked up from our factory and to provide her the appropriate tracking information. Ms. [redacted] immediately called the Mayfield store complaining to Eileen about the mattress not being delivered on Thursday, January 21st as desired. Eileen apologized to Ms. [redacted] and contacted our shipping supervisor to see if there was anything we could do to expedite the delivery. Rich informed Eileen that once the shipping company picks up the merchandise that it is out of our control, however he would make a call to see if it could be expedited.
Rich contacted the shipping company, who informed him that there was nothing that could be done to expedite the shipment because it was already in route. Rich informed Eileen, who contacted Ms. [redacted] to inform her of the situation. Ms. [redacted] was disappointed and stated we must do something.
Eileen called the factory and was informed that we could cancel the order and refund the customer in full for the order as we could not guarantee the delivery on Thursday, January 21, 2015.
Ms. [redacted] called and spoke to Rich to get the information for the shipping company. She began contacting the shipping company and seeing what they could do to get the shipment sooner. The shipping company informed Ms. [redacted] of the estimated delivery date. Ms. [redacted] called back to our factory demanding to speak to a manager about this situation.
I took the call and listened to Ms. [redacted] explain the situation. I apologized for the miscommunication on our end about the expected delivery date and explained that I was aware that Rich attempted to expedite the shipment. I informed Ms. [redacted] that we would understand if she wanted to cancel the order and if so, we would be willing to refund her for the full amount. Alternatively, if she was still interested in receiving the shipment, I would be willing to refund the shipping charges. Ms. [redacted]s response was that this was unacceptable and that I should put her pregnant daughter up in a hotel in New York until the bed arrives. I informed Ms. [redacted] that although there was a miscommunication on our end with regards to the shipping date, our responsibility was for the product and shipment and felt we were offering reasonable options for her to make a decision.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted]. The Original Mattress Factory believes in doing business the right way. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
We realize that we mishandled this transaction and feel that we offered Ms. [redacted] very reasonable options.
We understand that Ms. [redacted] was unhappy with the situation, but there are a few statements that are made in the complaint that are not accurate:
Ms. [redacted] statement that “I contacted the president, David P[redacted], who said that besides tracking it online, there was nothing that he could or would do.” is absolutely incorrect. Ms. [redacted] called to speak to a manager and I never informed her that I was the president, as in fact, I am not. During the conversation, I offered Ms. [redacted] the two options described previously, to which she responded that a refund was not acceptable as we needed to do more.
Ms. [redacted] made a statement that “I called Mr. P[redacted] daily until the mattresses were finally delivered, practically begging him to pay for a rental bed or to reduce the cost so we could rent a bed or buy a blow up mattress” is also incorrect. I offered Ms. [redacted] a full refund to allow her to purchase mattresses from a local retailer in New York. She refused, stating that she was unable to find a two sided mattress in New York. I also offered Ms. [redacted] a full refund of the shipping charges, which she also refused at the time.
With respect to the desired settlement:
Our original offer to refund her delivery charge stands. Ms. [redacted] can contact our Mayfield store with the credit card she used on the initial purchase and we will refund her $432.
We realize that we will never be able to satisfy all customers. We take pride in our level of service and products that we offer. We sincerely regret our error regarding the expected delivery date and the resulting inconvenience to the Saxes, but we believe the remedies described above were reasonable solutions to the matter.
Sincerely,
David L. P[redacted]
The Original Mattress Factory, Inc.
I am in receipt of your letter dated June 16, 2014 regarding Ms. [redacted] M. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible....
When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem. We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Sunday, June 7, 2015 and have spoken to each of our employees who interacted with her up to this point. Based on our findings, we don’t feel that we have done anything wrong in this situation, but have treated her consistent with all of our other customers with regards to the removal fee. From our perspective, here is a timeline of events:On Sunday, June 7, 2015, Ms. [redacted] went into our Cleveland Factory Showroom to purchase a queen mattress of Orthopedic Pillow Top which was to be delivered on Thursday, June 11, 2015. During Ms. [redacted]’s visit, she was very engaging with her sales associate Garrett S[redacted] as well as other sales associates and customers in the showroom. She was engaging in several conversations and seemed genuinely happy with her experience. On the morning of her delivery, she requested the removal of the old mattress. Our delivery men explained that her invoice did not show a removal, however, they could remove it for $5. Ms. [redacted] stated that her sales associate specifically told her that the removal of her old mattress would be free. She paid the $5 removal fee and the delivery drivers took her old mattress.Later that morning, our sales manager (Tom K[redacted]) received a call from Ms. [redacted] wanting to speak with her sales associate. She stated that she was unhappy because the drivers who delivered her mattress wanted $5 to remove her old mattress. Tom informed her that it was company policy that removal or old bedding is $5 per piece providing that it is in a sanitary condition. He further explained that this is outlined in our warranty booklet, which she would have received at the time of purchase, as well. The warranty booklet states: “Old Bedding: We can remove old bedding for an additional charge. We will refuse to remove any bedding that is in an unsanitary condition or has protruding wires or broken wood. We also cannot remove or move waterbed mattresses, steel frames, headboards or other furniture. “He informed her that because he was not in the showroom at the time of her purchase, he would contact her sales associate who was working at our Elyria store and that he would call him to discuss the situation. She agreed and asked him to call her back. The sales associate, who assured Tom that he discussed the removal as he does with every customer and that he would never tell a customer that it was free because he would be in violation of company policy. When Tom called Ms. [redacted] back to discuss his conversation with her sales associate, he mentioned that she may have been confused about the removal because the delivery drivers can, at no charge to the customer, move an old mattress to an adjacent room or to the curb so the city can remove it. She immediately hung up without saying a word.Within the next half hour, a man named [redacted] called and left a message for Tom to call him. Tom called [redacted] back who informed him that he was Ms. [redacted]’s boyfriend. He proceeded to tell Tom that he was also in sales and that it would have been wise for the company to just take the mattress as no charge to avoid the negative comments by Ms. [redacted]. Tom explained that our company treats all of our customer the same. Tom stated it would be unfair to charge some customers and not charge others. [redacted] told Tom that he was in the market for a mattress and would never purchase from us. [redacted] proceeded to tell Tom that Ms. [redacted] would blast us all over the internet and asked Tom if he was willing to risk the negative posts over $5. Tom informed him that we have done nothing wrong in this situation and that it is their right to do what they feel is fair and truthful. Following her call, Ms. [redacted] apparently decided to post on [redacted]. Our company does not dispute that every consumer has a right to express his or her opinion about their experience with any business. However, Ms. [redacted]’s comments are misguided and inflammatory in naming one of our employee’s as a “[redacted]” and claiming that both she and her boyfriend were called liars. As her boyfriend, [redacted], threatened during his call to us, this is clearly an example of blasting us on the internet for not refunding the $5. While it may seem trivial to collect $5 for each piece of old bedding that we remove from the home, there are real costs associated with the removal and disposal of old bedding that we incur. In many cases, the associated fees aren’t sufficiently covered by the $5 fee, which is used to help pay for the disposal bags, labor, disposal fees and sterilization procedures for our trucks. We have worked very hard to keep these fees low, and as is the case with our other services have made a decision to charge only those customers who require a particular service, rather than build hidden costs into the price of bedding for everyone. The other reason that collecting the fee is important dates back to the beginning of our company 25 years ago and the principles on which we were founded. We have been consistent in not offering freebies, holding sales or negotiating pricing with customers. Our honest and straightforward approach with respect to pricing is very important to a lot of customers and has further helped to develop a level of trust that is difficult to achieve with pricing structures that change multiple times in a single visit, common among many mattress retailers. Picking and choosing who gets charged for services would alienate a large percentage of our customer base who like the fact that they know that nobody else got a “better deal”. We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business. We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive Ms. [redacted] or any other customer as she has implied in her complaint filed with the Revdex.com.Sincerely, [redacted]The Original Mattress Factory, Inc.
I have received your letter dated February 23, 2016 regarding the complaint submitted by Ms. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Saturday, April 25, 2015 and feel we have been more than fair in this situation.
In response to Ms. [redacted]’s desired settlement to pay $100 for the removal of her current mattress and providing another mattress of her choice, please understand that we already have a policy in place for this type of transaction and the pricing is not negotiable. The comfort replacement policy is outlined below and is set out in detail in the Warranty and Comfort Policy, which was provided at the time of sale.:
In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option. The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues. We will absorb 75% of the list price to assist the customer who made a selection mistake. In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is also responsible for all applicable pick-up and delivery fees. As fully described below, this option has been offered to Ms. [redacted].
Our records indicate the following:
On Saturday, April 25, 2015, Ms. [redacted] visited our Avon store to purchase a queen size mattress and box spring (see attached signed invoice) to be delivered on Friday, June 19, 2015.
On Monday, July 6, 2015, Ms. [redacted] called the Avon store claiming that the husband’s side of the mattress was sinking down more than her side and that she thinks there is a problem with the mattress.
On Monday, July 6, 2015, our Customer Service Manager, Tom V[redacted], contacted Ms. [redacted] to discuss her claims. Per their phone conversation, Ms. [redacted] was concerned about how much the mattress compressed. Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Wednesday, July 8, 2015 to inspect the mattress. Upon arriving to Ms. [redacted]’s home, Tom inspected the mattress and did not find any defects in the product. He informed Ms. [redacted] that everything look to be made correctly. However, we could bring the mattress into the factory to inspect the mattress by opening it up. Tom explained that they would be without the mattress for two nights. Tom placed foam strips that were cut from a 1” topper underneath each side edge of the mattress to elevate the edge and minimize the rolling off feel. He did this in response to the customer’s concern about the crowning in the new mattress.
On Thursday, October 22, 2015, we received an email from Ms. [redacted] wanting someone to call her. The Avon store manager contacted Ms. [redacted] and explained our comfort replacement policy.
On Monday, November 2, 2015, we received a call from Ms. [redacted]. She wanted to discuss her situation with a manager. I spoke to Ms. [redacted] and reviewed our policies with her. She still insisted that there was something wrong with the mattress. She began to inform me that our sales associate mislead her about the comfort of the mattress. She said that they should have told her that the mattress was one of the softer mattresses in our line. I asked Ms. [redacted] if she tried any other mattresses in the store when she was making her decision. She stated yes but she like the one she selected. I asked why our sales associate would try to turn her away from the mattress choice she has selected. I offered to have the mattress returned to our factory for inspection. I would waive the transportation charges if she was present to witness the inspection. She stated that they only had one bed in the home and could not be without it. I advised her that I would work it out where we would pick of the mattress early one morning and return it the same day after we had completed the inspection process. She stated that if someone laid on the mattress they could tell that there was a defect. She asked for Tom to come back out to try the mattress. I informed her the comfort is all a personal perception and noted that what she is feeling, he may not feel the same.
On Friday, November 6, 2015, Tom visited Ms. [redacted]’s home to try the mattresses. She informed Tom that she would not pay 25% and that they would only be willing to pay $100 for a new mattress. Tom restated our comfort replacement policy and informed her that it will be 25% of the lower priced selection if she wanted to exercise that option. He informed her that our policy is in place for all customers and we treat everyone the same. He asked her to call him if she wanted the mattress inspected in our factory or to exercise the comfort policy.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted], Revdex.com ID [redacted]. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
We have offered to try to work with Ms. [redacted] by doing the following:
Offered to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct. We invited Ms. [redacted] to be present for this inspection so that she too could verify that all was in order. If she agreed to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option. Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
Replace the mattress under our comfort policy as explained above. This option is available for Ms. [redacted] until June 19, 2016, but requires that the product be in a sanitary condition and free from signs of abuse.
In order to address Ms. [redacted]’s concerns about the edges of the mattress, we would also be willing to add an additional edge support to the perimeter of her existing mattress at no charge if she agrees to be present for the factory inspection. This edge support system would limit the range of motion of the edge of the mattress and help to minimize the perception of rolling off.
We have a product warranty for those rare situations in which there is a defect in material or workmanship. Please note that the Orthopedic Super Pillow Top set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that. The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
Please understand that there are options available for Ms. [redacted]. If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
Sincerely,
David L. P[redacted]
The Original Mattress Factory, Inc.
I have received your letter dated March 4, 2016 regarding the complaint submitted by Ms. [redacted].
Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
In response to Ms. [redacted]’s desired settlement for a full refund of $690 for the second set she purchased, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. This position is clearly stated on signs displayed on our sales desks, on our website and in the warranty card and on the back of the invoice the customer received at the time of purchase. The policy was further stamped on the copy signed by Ms. [redacted] at the time of delivery and would have been reviewed at the time of purchase. A copy of our warranty card is enclosed for your reference.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on January 23, 2011 and the most recent purchase on May 30, 2014 and don’t feel that we have done anything wrong in this situation.
Our records indicate the following:
On Wednesday, January 26, 2011, Ms. [redacted] visited our Cleveland Factory store to purchase a full size mattress and a queen size mattress and box spring (see attached signed invoice) to be delivered on Saturday, January 29, 2011.
On Monday, May 5, 2014, Ms. [redacted] called our factory concerned about the wear in the mattress and body impressions on the full size mattress.
On Monday, May 5, 2014, our Customer Service Manager, [redacted], contacted Ms. [redacted] to discuss her concerns. Per their phone conversation, Ms. [redacted] was concerned that the mattress had developed impressions and had begun to sag in the middle. Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Friday, May 16, 2014 to inspect the mattress. Upon arriving to Ms. [redacted]’s home, [redacted] inspected the mattress and found no defects in the mattress. [redacted] measured the indentations in the mattress which showed normal wear and found these to be within the normal range. [redacted] explained to Ms. [redacted] that the box spring that was supporting the mattress was more flexible than the modular box springs we used and could be the cause of the sinking in feeling that she is experiencing. He stated that a new box spring may help reduce this concern. [redacted] offered to have the mattress picked up and brought back into the factory to be fully inspected.
On Friday, May 30, 2014, Ms. [redacted] visited our Macedonia store and purchased a new full size mattress and box spring (see attached signed invoice) to be delivered on Saturday, June 7, 2014. Ms. [redacted] decided to purchase a tight top mattress with a harder feel compared to the one purchased in 2011.
On Wednesday, June 11, 2014, Ms. [redacted] notified us that she was unhappy with our products and service.
On Sunday, January 31, 2016, Ms. [redacted] called our Macedonia store complaining about her disappointment in our products and that she has spent $1279 on our products in the last five years. She stated she still had back pain. She stated she would like a refund of her money.
On Tuesday, February 2, 2016, [redacted] contacted Ms. [redacted]. He explained the option of setting up service. He offered to bring the mattress back into the factory for an inspection. If we found something defective we would take care of the issue. Ms. [redacted] informed [redacted] that she had already purchased a Sleep Number bed and is not interested in setting up service and that she wanted a full refund. [redacted] reminded Ms. [redacted] of our return policy.
On Friday, February 5, 2016, we received an email from Ms. [redacted] stating her displeasure with our customer service and that she was registering a complaint with the Revdex.com and letting all her friends and family know of her experience with the company.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted]. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
Even though Ms. [redacted] has purchased a new bed from another manufacturer, we would still be willing to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct. We would invite Ms. [redacted] to be present for this inspection so that she too could verify that all was in order. If she agrees to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option. Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
We have a product warranty for those rare situations in which there is a defect in material or workmanship. Please note that the Orthopedic Luxury Firm set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that. The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
Please understand that this option is still available for Ms. [redacted] as long as she is in possession of the product and that the product does not show signs of abuse and is in a sanitary condition. If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
Sincerely,
David L. P[redacted]The Original Mattress Factory, Inc
Response taken over the phone on 7/16/2015 by Revdex.com staff (**) [redacted] from the company stated the Original Mattress Factory will stand firm on the previous responses to the consumer. The company is not willing to refund the consumer the $5.00 for the removal of her old mattress nor is the company willing to provide the consumer with any sort of discount. The business has sent the terms and conditions of the consumers purchase (see attached documents) and the original receipt given to the consumer which states no returns on her particular purchase.
I object to the final note from Original Mattress Factory. We are from a generation where we believe our word is our bond and every single time we went into the showroom we were told there would be no problem changing our mattress. And to repeat again, we were given a small booklet when our mattress was delivered but because we were so unhappy with this $1000.00 mattress within the first month, we believed we could get another mattress to replace it with out so many $100's of dollars. we are so unhappy and are looking at another 12 yrs. with this terrible mattress. [redacted] and [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
April 12, 2016
[redacted]
Revdex.com Attn: [redacted], Dispute Resolution Specialist 2800 Euclid Avenue, 4th Floor Cleveland, Ohio 44115-2408
Dear Ms. [redacted] Thank you for following through with contacting the Original Mattress Factory regarding complaint #[redacted]. When I contacted Eileen L** on April 8, 2016 at their Mayfield store she indeed credited my VISA card for $432.00 which is justified and greatly appreciated. I realize that while Mr. P[redacted] and The Original Mattress Factory want to maintain their good standing with the Revdex.com, it is disheartening that they are doing so by reporting events that did not occur. Please note that I stand by my statements that Mr. P[redacted] did not once offer to cancel the order or provide either a full or partial refund or in any way accommodate our newly married (not pregnant) daughter - for if he did, I would have accepted any of his offers to have made other arrangements. It is inexcusable that Mr. P[redacted] attempted to put himself in a better light when he actually repeatedly said that there was nothing he would or could do - period. The fact is that it was only through the intervention of the Revdex.com that the Original Mattress Factory finally felt compelled to come to the appropriate conclusion.
The refund in no way changes the fact that Mr. P[redacted]'s deliberate inaction resulted in customer service that was absent and very disappointing, costing them the future business of my husband, me, and our six adult children and their families.
Once again, thank you for your efforts to satisfactorily resolve this issue.
Sincerely,
[redacted]
April 4, 2016
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: Revdex.com Complaint ID [redacted]
[redacted]
[redacted]
[redacted]
I have received your email dated April 4, 2016 regarding the complaint...
submitted by Ms. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on December 30, 2015 and feel that we have already offered reasonable options in this situation.
Our records indicate the following:
On Wednesday, December 30, 2015, Ms. [redacted] visited Eileen L** at our Mayfield store to purchase 2 twin sets and bed frames (for a total of $1,288) to be shipped to New York ($432 in shipping fees) (see attached invoice). Eileen informed Ms. [redacted] that we would contact the shipping company and get a rate for the shipment. Ms. [redacted] requested that the sets be delivered after January 20th, preferably on January 21st. Ms. [redacted] was informed at that time that shipping to New York for in-home setup needed a three week lead time. Eileen completed the order with a ship date of January 21, 2015 instead of listing that as the desired delivery date. In addition, Eileen failed to communicate the expected date of delivery to our shipping supervisor to make the appropriate arrangements.
On Wednesday, January 20, 2015, Rich M[redacted] our shipping supervisor, contacted Ms. [redacted] to inform her that the sets had been picked up from our factory and to provide her the appropriate tracking information. Ms. [redacted] immediately called the Mayfield store complaining to Eileen about the mattress not being delivered on Thursday, January 21st as desired. Eileen apologized to Ms. [redacted] and contacted our shipping supervisor to see if there was anything we could do to expedite the delivery. Rich informed Eileen that once the shipping company picks up the merchandise that it is out of our control, however he would make a call to see if it could be expedited.
Rich contacted the shipping company, who informed him that there was nothing that could be done to expedite the shipment because it was already in route. Rich informed Eileen, who contacted Ms. [redacted] to inform her of the situation. Ms. [redacted] was disappointed and stated we must do something.
Eileen called the factory and was informed that we could cancel the order and refund the customer in full for the order as we could not guarantee the delivery on Thursday, January 21, 2015.
Ms. [redacted] called and spoke to Rich to get the information for the shipping company. She began contacting the shipping company and seeing what they could do to get the shipment sooner. The shipping company informed Ms. [redacted] of the estimated delivery date. Ms. [redacted] called back to our factory demanding to speak to a manager about this situation.
I took the call and listened to Ms. [redacted] explain the situation. I apologized for the miscommunication on our end about the expected delivery date and explained that I was aware that Rich attempted to expedite the shipment. I informed Ms. [redacted] that we would understand if she wanted to cancel the order and if so, we would be willing to refund her for the full amount. Alternatively, if she was still interested in receiving the shipment, I would be willing to refund the shipping charges. Ms. [redacted]s response was that this was unacceptable and that I should put her pregnant daughter up in a hotel in New York until the bed arrives. I informed Ms. [redacted] that although there was a miscommunication on our end with regards to the shipping date, our responsibility was for the product and shipment and felt we were offering reasonable options for her to make a decision.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted]. The Original Mattress Factory believes in doing business the right way. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
We realize that we mishandled this transaction and feel that we offered Ms. [redacted] very reasonable options.
We understand that Ms. [redacted] was unhappy with the situation, but there are a few statements that are made in the complaint that are not accurate:
Ms. [redacted] statement that “I contacted the president, David P[redacted], who said that besides tracking it online, there was nothing that he could or would do.” is absolutely incorrect. Ms. [redacted] called to speak to a manager and I never informed her that I was the president, as in fact, I am not. During the conversation, I offered Ms. [redacted] the two options described previously, to which she responded that a refund was not acceptable as we needed to do more.
Ms. [redacted] made a statement that “I called Mr. P[redacted] daily until the mattresses were finally delivered, practically begging him to pay for a rental bed or to reduce the cost so we could rent a bed or buy a blow up mattress” is also incorrect. I offered Ms. [redacted] a full refund to allow her to purchase mattresses from a local retailer in New York. She refused, stating that she was unable to find a two sided mattress in New York. I also offered Ms. [redacted] a full refund of the shipping charges, which she also refused at the time.
With respect to the desired settlement:
Our original offer to refund her delivery charge stands. Ms. [redacted] can contact our Mayfield store with the credit card she used on the initial purchase and we will refund her $432.
We realize that we will never be able to satisfy all customers. We take pride in our level of service and products that we offer. We sincerely regret our error regarding the expected delivery date and the resulting inconvenience to the Saxes, but we believe the remedies described above were reasonable solutions to the matter.
Sincerely,
David L. P[redacted]
The Original Mattress Factory, Inc.
I am in receipt of your letter dated June 16, 2014 regarding Ms. [redacted] M. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible....
When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem. We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Sunday, June 7, 2015 and have spoken to each of our employees who interacted with her up to this point. Based on our findings, we don’t feel that we have done anything wrong in this situation, but have treated her consistent with all of our other customers with regards to the removal fee. From our perspective, here is a timeline of events:On Sunday, June 7, 2015, Ms. [redacted] went into our Cleveland Factory Showroom to purchase a queen mattress of Orthopedic Pillow Top which was to be delivered on Thursday, June 11, 2015. During Ms. [redacted]’s visit, she was very engaging with her sales associate Garrett S[redacted] as well as other sales associates and customers in the showroom. She was engaging in several conversations and seemed genuinely happy with her experience. On the morning of her delivery, she requested the removal of the old mattress. Our delivery men explained that her invoice did not show a removal, however, they could remove it for $5. Ms. [redacted] stated that her sales associate specifically told her that the removal of her old mattress would be free. She paid the $5 removal fee and the delivery drivers took her old mattress.Later that morning, our sales manager (Tom K[redacted]) received a call from Ms. [redacted] wanting to speak with her sales associate. She stated that she was unhappy because the drivers who delivered her mattress wanted $5 to remove her old mattress. Tom informed her that it was company policy that removal or old bedding is $5 per piece providing that it is in a sanitary condition. He further explained that this is outlined in our warranty booklet, which she would have received at the time of purchase, as well. The warranty booklet states: “Old Bedding: We can remove old bedding for an additional charge. We will refuse to remove any bedding that is in an unsanitary condition or has protruding wires or broken wood. We also cannot remove or move waterbed mattresses, steel frames, headboards or other furniture. “He informed her that because he was not in the showroom at the time of her purchase, he would contact her sales associate who was working at our Elyria store and that he would call him to discuss the situation. She agreed and asked him to call her back. The sales associate, who assured Tom that he discussed the removal as he does with every customer and that he would never tell a customer that it was free because he would be in violation of company policy. When Tom called Ms. [redacted] back to discuss his conversation with her sales associate, he mentioned that she may have been confused about the removal because the delivery drivers can, at no charge to the customer, move an old mattress to an adjacent room or to the curb so the city can remove it. She immediately hung up without saying a word.Within the next half hour, a man named [redacted] called and left a message for Tom to call him. Tom called [redacted] back who informed him that he was Ms. [redacted]’s boyfriend. He proceeded to tell Tom that he was also in sales and that it would have been wise for the company to just take the mattress as no charge to avoid the negative comments by Ms. [redacted]. Tom explained that our company treats all of our customer the same. Tom stated it would be unfair to charge some customers and not charge others. [redacted] told Tom that he was in the market for a mattress and would never purchase from us. [redacted] proceeded to tell Tom that Ms. [redacted] would blast us all over the internet and asked Tom if he was willing to risk the negative posts over $5. Tom informed him that we have done nothing wrong in this situation and that it is their right to do what they feel is fair and truthful. Following her call, Ms. [redacted] apparently decided to post on [redacted]. Our company does not dispute that every consumer has a right to express his or her opinion about their experience with any business. However, Ms. [redacted]’s comments are misguided and inflammatory in naming one of our employee’s as a “[redacted]” and claiming that both she and her boyfriend were called liars. As her boyfriend, [redacted], threatened during his call to us, this is clearly an example of blasting us on the internet for not refunding the $5. While it may seem trivial to collect $5 for each piece of old bedding that we remove from the home, there are real costs associated with the removal and disposal of old bedding that we incur. In many cases, the associated fees aren’t sufficiently covered by the $5 fee, which is used to help pay for the disposal bags, labor, disposal fees and sterilization procedures for our trucks. We have worked very hard to keep these fees low, and as is the case with our other services have made a decision to charge only those customers who require a particular service, rather than build hidden costs into the price of bedding for everyone. The other reason that collecting the fee is important dates back to the beginning of our company 25 years ago and the principles on which we were founded. We have been consistent in not offering freebies, holding sales or negotiating pricing with customers. Our honest and straightforward approach with respect to pricing is very important to a lot of customers and has further helped to develop a level of trust that is difficult to achieve with pricing structures that change multiple times in a single visit, common among many mattress retailers. Picking and choosing who gets charged for services would alienate a large percentage of our customer base who like the fact that they know that nobody else got a “better deal”. We take pride in our products, the people who work for us and our nine point Philosophy based on integrity that guides our business. We have a strong reputation for quality and service and more than half of our business comes from repeat customers or referrals, so there is no incentive for us to deceive Ms. [redacted] or any other customer as she has implied in her complaint filed with the Revdex.com.Sincerely, [redacted]The Original Mattress Factory, Inc.
March 3, 2016
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: Revdex.com Complaint ID...
[redacted]
[redacted]
[redacted]
[redacted]
I have received your letter dated February 23, 2016 regarding the complaint submitted by Ms. [redacted]. Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on Saturday, April 25, 2015 and feel we have been more than fair in this situation.
In response to Ms. [redacted]’s desired settlement to pay $100 for the removal of her current mattress and providing another mattress of her choice, please understand that we already have a policy in place for this type of transaction and the pricing is not negotiable. The comfort replacement policy is outlined below and is set out in detail in the Warranty and Comfort Policy, which was provided at the time of sale.:
In the unusual situation where a customer has a non-warranty issue related to personal comfort preferences, we offer a one-time replacement option. The original purchaser may within one (1) year of the date of delivery with the proof of purchase, tender the original product to us for disposal or provide us with a receipt showing that the product has been donated to a legitimate charitable organization. We will then provide the customer with a replacement mattress and/or box spring from our current model selection for a replacement fee of 25% of the list price of the lower priced selected model for comfort issues. We will absorb 75% of the list price to assist the customer who made a selection mistake. In addition, the customer will be responsible for the difference between the cost of the model originally selected and the newly selected model. The customer is also responsible for all applicable pick-up and delivery fees. As fully described below, this option has been offered to Ms. [redacted].
Our records indicate the following:
On Saturday, April 25, 2015, Ms. [redacted] visited our Avon store to purchase a queen size mattress and box spring (see attached signed invoice) to be delivered on Friday, June 19, 2015.
On Monday, July 6, 2015, Ms. [redacted] called the Avon store claiming that the husband’s side of the mattress was sinking down more than her side and that she thinks there is a problem with the mattress.
On Monday, July 6, 2015, our Customer Service Manager, Tom V[redacted], contacted Ms. [redacted] to discuss her claims. Per their phone conversation, Ms. [redacted] was concerned about how much the mattress compressed. Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Wednesday, July 8, 2015 to inspect the mattress. Upon arriving to Ms. [redacted]’s home, Tom inspected the mattress and did not find any defects in the product. He informed Ms. [redacted] that everything look to be made correctly. However, we could bring the mattress into the factory to inspect the mattress by opening it up. Tom explained that they would be without the mattress for two nights. Tom placed foam strips that were cut from a 1” topper underneath each side edge of the mattress to elevate the edge and minimize the rolling off feel. He did this in response to the customer’s concern about the crowning in the new mattress.
On Thursday, October 22, 2015, we received an email from Ms. [redacted] wanting someone to call her. The Avon store manager contacted Ms. [redacted] and explained our comfort replacement policy.
On Monday, November 2, 2015, we received a call from Ms. [redacted]. She wanted to discuss her situation with a manager. I spoke to Ms. [redacted] and reviewed our policies with her. She still insisted that there was something wrong with the mattress. She began to inform me that our sales associate mislead her about the comfort of the mattress. She said that they should have told her that the mattress was one of the softer mattresses in our line. I asked Ms. [redacted] if she tried any other mattresses in the store when she was making her decision. She stated yes but she like the one she selected. I asked why our sales associate would try to turn her away from the mattress choice she has selected. I offered to have the mattress returned to our factory for inspection. I would waive the transportation charges if she was present to witness the inspection. She stated that they only had one bed in the home and could not be without it. I advised her that I would work it out where we would pick of the mattress early one morning and return it the same day after we had completed the inspection process. She stated that if someone laid on the mattress they could tell that there was a defect. She asked for Tom to come back out to try the mattress. I informed her the comfort is all a personal perception and noted that what she is feeling, he may not feel the same.
On Friday, November 6, 2015, Tom visited Ms. [redacted]’s home to try the mattresses. She informed Tom that she would not pay 25% and that they would only be willing to pay $100 for a new mattress. Tom restated our comfort replacement policy and informed her that it will be 25% of the lower priced selection if she wanted to exercise that option. He informed her that our policy is in place for all customers and we treat everyone the same. He asked her to call him if she wanted the mattress inspected in our factory or to exercise the comfort policy.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted], Revdex.com ID [redacted]. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
We have offered to try to work with Ms. [redacted] by doing the following:
Offered to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct. We invited Ms. [redacted] to be present for this inspection so that she too could verify that all was in order. If she agreed to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option. Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
Replace the mattress under our comfort policy as explained above. This option is available for Ms. [redacted] until June 19, 2016, but requires that the product be in a sanitary condition and free from signs of abuse.
In order to address Ms. [redacted]’s concerns about the edges of the mattress, we would also be willing to add an additional edge support to the perimeter of her existing mattress at no charge if she agrees to be present for the factory inspection. This edge support system would limit the range of motion of the edge of the mattress and help to minimize the perception of rolling off.
We have a product warranty for those rare situations in which there is a defect in material or workmanship. Please note that the Orthopedic Super Pillow Top set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that. The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
Please understand that there are options available for Ms. [redacted]. If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
Sincerely,
David L. P[redacted]
The Original Mattress Factory, Inc.
March 11, 2016
Ms. [redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115-2408
RE: Revdex.com Complaint ID...
[redacted]
[redacted]
[redacted]
[redacted]
I have received your letter dated March 4, 2016 regarding the complaint submitted by Ms. [redacted].
Our company philosophy guides us to try to be more than fair in dealing with our customers in the unlikely event of a problem and to try to create win-win situations whenever possible. When we are at fault, we take responsibility for our actions and take the appropriate measures to correct the problem.
In response to Ms. [redacted]’s desired settlement for a full refund of $690 for the second set she purchased, please understand that for the protection of the consumer, The Original Mattress Factory sells only new bedding products with all new materials. Therefore, we do not accept returns or exchanges on upholstered bedding products, including, but not limited to mattresses, box springs, pillows, sheets, mattress pads, covers and protectors. This position is clearly stated on signs displayed on our sales desks, on our website and in the warranty card and on the back of the invoice the customer received at the time of purchase. The policy was further stamped on the copy signed by Ms. [redacted] at the time of delivery and would have been reviewed at the time of purchase. A copy of our warranty card is enclosed for your reference.
We have thoroughly reviewed all documentation on our correspondences with Ms. [redacted] since her initial purchase on January 23, 2011 and the most recent purchase on May 30, 2014 and don’t feel that we have done anything wrong in this situation.
Our records indicate the following:
On Wednesday, January 26, 2011, Ms. [redacted] visited our Cleveland Factory store to purchase a full size mattress and a queen size mattress and box spring (see attached signed invoice) to be delivered on Saturday, January 29, 2011.
On Monday, May 5, 2014, Ms. [redacted] called our factory concerned about the wear in the mattress and body impressions on the full size mattress.
On Monday, May 5, 2014, our Customer Service Manager, [redacted], contacted Ms. [redacted] to discuss her concerns. Per their phone conversation, Ms. [redacted] was concerned that the mattress had developed impressions and had begun to sag in the middle. Mr. V[redacted] scheduled to go out to Ms. [redacted]’s home on Friday, May 16, 2014 to inspect the mattress. Upon arriving to Ms. [redacted]’s home, [redacted] inspected the mattress and found no defects in the mattress. [redacted] measured the indentations in the mattress which showed normal wear and found these to be within the normal range. [redacted] explained to Ms. [redacted] that the box spring that was supporting the mattress was more flexible than the modular box springs we used and could be the cause of the sinking in feeling that she is experiencing. He stated that a new box spring may help reduce this concern. [redacted] offered to have the mattress picked up and brought back into the factory to be fully inspected.
On Friday, May 30, 2014, Ms. [redacted] visited our Macedonia store and purchased a new full size mattress and box spring (see attached signed invoice) to be delivered on Saturday, June 7, 2014. Ms. [redacted] decided to purchase a tight top mattress with a harder feel compared to the one purchased in 2011.
On Wednesday, June 11, 2014, Ms. [redacted] notified us that she was unhappy with our products and service.
On Sunday, January 31, 2016, Ms. [redacted] called our Macedonia store complaining about her disappointment in our products and that she has spent $1279 on our products in the last five years. She stated she still had back pain. She stated she would like a refund of her money.
On Tuesday, February 2, 2016, [redacted] contacted Ms. [redacted]. He explained the option of setting up service. He offered to bring the mattress back into the factory for an inspection. If we found something defective we would take care of the issue. Ms. [redacted] informed [redacted] that she had already purchased a Sleep Number bed and is not interested in setting up service and that she wanted a full refund. [redacted] reminded Ms. [redacted] of our return policy.
On Friday, February 5, 2016, we received an email from Ms. [redacted] stating her displeasure with our customer service and that she was registering a complaint with the Revdex.com and letting all her friends and family know of her experience with the company.
As a member in good standing with the Revdex.com (Revdex.com), we are committed to addressing the concerns presented by Ms. [redacted]. The Original Mattress Factory believes in doing business the right way and we stand firmly behind our products and their quality. We realize that we will never be able to satisfy 100% of our customers, but when a situation does arise we do our best to resolve any issues and strive for the win-win solution.
Even though Ms. [redacted] has purchased a new bed from another manufacturer, we would still be willing to bring her mattress back to the factory and take it apart to inspect every layer of padding to ensure that there are no defects and that the materials and construction are correct. We would invite Ms. [redacted] to be present for this inspection so that she too could verify that all was in order. If she agrees to be present, we will waive all pick-up, redelivery and labor fees associated with this transaction. Without question should we discover that there is a manufacturing or material defect, we will repair or replace the material at our option. Please note that in order for product to come back into our factory it must be in sanitary condition and must undergo a sanitization treatment.
We have a product warranty for those rare situations in which there is a defect in material or workmanship. Please note that the Orthopedic Luxury Firm set purchased by Ms. [redacted] has a 12 year, non-prorated warranty. See Limited Warranty Service Policy & Mattress Care Guide for details. Please understand that comfort is not guaranteed and that it is up to each individual to select a product that is the right comfort choice for them. We stand behind this warranty, however, Ms. [redacted] needs to be willing to [redacted]w us to do that. The first step in this process is to determine whether or not a defect is present so that we can determine the best way to proceed.
Please understand that this option is still available for Ms. [redacted] as long as she is in possession of the product and that the product does not show signs of abuse and is in a sanitary condition. If you have any additional questions or would like more information on this matter, please do not hesitate to contact me.
Sincerely,
David L. P[redacted]The Original Mattress Factory, Inc
Response taken over the phone on 7/16/2015 by Revdex.com staff (**) [redacted] from the company stated the Original Mattress Factory will stand firm on the previous responses to the consumer. The company is not willing to refund the consumer the $5.00 for the removal of her old mattress nor is the company willing to provide the consumer with any sort of discount. The business has sent the terms and conditions of the consumers purchase (see attached documents) and the original receipt given to the consumer which states no returns on her particular purchase.
I object to the final note from Original Mattress Factory. We are from a generation where we believe our word is our bond and every single time we went into the showroom we were told there would be no problem changing our mattress. And to repeat again, we were given a small booklet when our mattress was delivered but because we were so unhappy with this $1000.00 mattress within the first month, we believed we could get another mattress to replace it with out so many $100's of dollars. we are so unhappy and are looking at another 12 yrs. with this terrible mattress. [redacted] and [redacted]