The Rug, Mattress and Furniture Store

Review: Purchased a mattress in 2012 that was warrantied for 20 years. In early March, I noticed that the seams were splitting and the foam protruding from the mattress. Visited the store in early March and was told they would contact someone from the manufacturer to see what could be done. Heard nothing, sent email on 3/22. Received voice mail that they had been in contact with the manufacturer but had not received a response and that he would call them that afternoon. Heard nothing, sent email on 4/6. Received voice mail saying they were having trouble getting hold of the right person, but they would call some people to see what could be done. Heard nothing. Visited store on 5/4 and spoke to both principles. One did not remember anything about the issue even though he called me on 4/6. I explained what the problem was and was assured that they would get hold of someone and contact me. One suggestion was that they have a full zipper mattress cover made to keep the foam from falling out. I was not thrilled with this but, per their request, emailed the height of the mattress so this could be done. Again, I have heard nothing. The store has no interest in working toward a solution. I sent a letter to [redacted] on 5/16 asking for either a replacement mattress or a refund in the amount of $1,674.75 which was the purchase price. This letter included a request to contact me by 6/3 with their proposed solution. I have not been contacted. Not only was the merchandise defective, the the total lack of any interest in contacting me leaves me with frustration.Desired Settlement: I want a refund for the full value or a replacement mattress of the same professed quality.

Business

Response:

Customer contacted us in march of 2016 on a mattress purchased in 2012. As a courtesy we tried to contact the manufacture for the customer to inquire if the issues with the mattress are covered under the manufacture warranty. I am not sure if the customer try to contact Englander the manufacture directly or not. So we did attempt to. The Englander Mattress was manufactured by Spears Mattress company out of Rome, Ga. In the past couple of years it appears Spears Mattress was sold to a different company and we tried to do some research to find out who to contact for warranty issues. In the mean time we were trying to find a local solution to have a new cover made for the customers mattress. Which the original complaint was that the mattress was busting at the seams at the base of the mattress. Which in our experience this is usually caused by improper handling of the mattress weather it be moving the mattress or trying to lift and rotate improperly for the mattress is extremely heavy. In the process of trying to solve the issue for the customer the customer sent us a letter in regards that he did not want a new cover and wanted a full refund. Again this being a manufacture warranty the customer should deal directly with the manufacture since we could not resolve the issue locally and would have to have the manufacture refund the customer. From what we have discovered I our research the Englander Mattress company is available to be contacted at ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On May 5 2014 I purchased 2 end tables, one cocktail table and one cherry secretary desk. I paid cash in the total amount of 1,855.39. One of the end tables was smaller and differently shaped than the other and the secretary desk did not have a key to open the desk and cabinets. I contacted the store and was told the owner was retrieving the key and they would reorder and exchange the table. So far I have called the store or the owner approximately 15 times. My husband and I have gone into the store and spoke with the owner 4 times. There is always a story and there is never any and I repeat any return phone calls to any of my phone calls. The owner gave me his personal cell phone which I have called and he has never returned any of those phone calls either. I have no recourse since I paid cash and I have been trying to support local roanoke business and am totally frustrated.Desired Settlement: A key for the desk and the correct larger end table or the cost of having a key made and the difference in price between the smaller and larger table.

Business

Response:

We are currently working on trying to get a replacement key for the customer....also I was unaware of her having a different size end table.

Thanks,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, the owner [redacted] is well aware that I was overcharged for the table that was delivered. My husband and I went into the store in May to personally make him aware of it. We were told that he had ordered the correct table since we ordered 2 of the same size end tables and one was smaller.

Second, as respects the key. This is the exact same response that we have gotten since May. Either you have the key or you don't. We have been told he has it but left it at home. Then we were told that someone was bringing the key. We have been given every excuse possible for the last four months. How long can it possibly take to get a key.a locksmith could make a key quite easily. If he doesn't have the key so that this cabinet is functionally he should send a locksmith over here to make one.

This business experience along with the lack of responsiveness on all fronts from this company is way beyond unacceptable. It is inexcusable and unethical. It's also very short sighted on the part of the business owner since we are furnishing a 7000 square foot house and would never under any circumstances do business with this company ever again. I only wish I had used a credit card instead of paying cash so that recourse would be available to me.

Regards,

Business

Response:

The key is ready to be picked up. Please call my cell to set up an appointment to come in to get the key and discuss the tables -- [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,