Trailers Unlimited Inc

July 7, Revdex.com Corporate Office RE: Complaint iD *** Thanks for letting us know about the Complaint *** *** has made against Mattress Firm We are aware and have read her complaint and we have also spoken and written *** numerous times regarding our return PolicyWe are
committed to helping every Mattress Firm Customer and have offered to help *** *** purchased a Mattress Set , and realized that her mother could not use We gladly set up the return and scheduled our Delivery team to go and pick up the product from her home When we called to tell her we were headed her way she told our delivery team do not come to my house until get my refund first We have explained to *** that our store policy is that we return the product then process her refund This insures the product does actually get returned to the company and proper credit get applied to her accountThis also insures that the bed she is returning is still in its original conditon, free of stains and soils, and that the customer will actually answer the door She refuses to allow the pickup, which is unusual so we are not sure why she is adamit about getting her refund firstThat has been the last contact she has made with us *** is still entitled to a refund however it will not be made without us retrieving our product first which is very reasonable There are no retail stores that will send you a refund and wait for your to bring their product back, you always have to return your product to get a refund We look forward to hearing from you !

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Thanks for letting us know about the Complaint Mrs. [redacted] has made against Mattress Firm. We are aware and have read her complaint and we have also spoken and written Mrs. [redacted] numerous times regarding her understanding of both our Mattress Guarantee and the Manufacturer Warranty. We...

are committed to helping every Mattress Firm Customer and have offered to help Mrs. [redacted]. Mrs. [redacted] purchased a Mattress Set, and paid for delivery. Her Delivery receipt, which asks for a signature, States "Stains and Removal of Law Label Voids Warranty." I have attached the copy with her Signature. After delivery she explained to us that she began to set up her new bed and cut and removed all tags that were attached to the bed and threw them in the trash. Mrs. [redacted] then told us she went on the internet to register her product. While on the Manufacturers website she saw that it asked for information that could only be obtained from her law label that is attached to her bed. At this point she realized what she had done and then began calling our store and asking for a new Mattress. Mrs. [redacted] purchased a Mattress that has a 10 year Manufacturer Warranty. Not a Mattress Firm Warranty. Should a problem arise in the next 10 years the Manufacturer will not honor her Warranty because she removed and threw away her law label which is required to file a Warranty Claim. The Law label contains important information to process a Warranty Claim. We have been operating since 1997 and have never given out Manufacturer Warranty paperwork in the stores since it comes attached to the product. We have tried to explain to Mrs. [redacted] that all we failed to give her is a copy of our Mattress Firm Guarantees: 100 night happiness guarantee, Best Price Guarantee, and Delivery Guarantee. None of which pertain the Manufacturer 10 year Warranty. Our Guarantee info is usually attached to the back of her sales receipt. Mrs. [redacted] would like Mattress Firm to give her a free bed because she defaced her brand new bed by voiding it of its Warranty. We also understand that she did this inadvertently. Mattress Firm has offered to make a note on her Customer File that in the event of a Warranty issue down the road we would honor it in house, and not thru the Manufacturer. The warranty on all products is with the Manufacturer and in this case Sealy/Stearns & Foster is the Manufacturer. She believes it's a Mattress Firm Warranty and we don't want to honor it, Which is not the case. As a retailer of Sealy/Stearns & foster all we do as a company is sell and represent their product and facilitate and or exchange a product under the Manufacturer Warranty Guidelines to ensure proper credit is given to our Company and the customer. I hope this clarifies the situation and Our offer to Mrs. [redacted] still stands. We look forward to hearing from you! Sincerely, Mattress Firm South Texas